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Operations Analyst I

Company: Eastern Bank
Location: Medford
Posted on: September 15, 2022

Job Description:

Under the direction of the Lockbox and Transit Director, the Operations Analyst I focuses on assisting and supporting the Lockbox Customer Service Representatives, Programming Team, and Operations whose primary goals are to build relationships with customers through the delivery of extraordinary customer service. MAJOR RESPONSIBILITIES: -

  • Assist with the implementation of new business
    • Obtain all customer information and requirements
    • Coordinate opening of new PO boxes with the Relationship Manager
    • Provide customer with artwork to forward to their bill printers
    • Participate in coordinating the testing and implementation of new jobs
    • Completing Customer Spec Forms
      • Prepare forms to complete for customer approval
      • Assist managers with the budget validations
        • Validate invoices for approval
        • Validate and maintain Lockbox equipment Service Contracts
        • Customer Web Inquiry Training
          • On site and Webinars
          • Customer Service Level Agreements
            • Ensure customer agreements are compliant, reviewing standards and addressing concerns with managers.
            • Assist Management with projects/research with varying levels of sensitivity
            • Build and maintain business relationships with customers by providing prompt and accurate service:
              • Answer incoming customer telephone calls and emails
              • Research and respond to all customer issues
              • Report urgent and/or serious issues to Management immediately
              • Receive, schedule, communicate, and document processing instructions according to customer requests and department procedures.
              • Support operations -associates by clarifying customer-processing requirements and addressing issues relating to customer document and/or scanline quality.
              • Maintain new account forms and customer folders according to department and audit requirements.
              • Prepare weekly/monthly reporting.
              • Coordinate testing of remittances resulting from customer changes and communicate issues to customer.
              • Ability to perform training of ancillary service set up and application usage.
              • Perform additional duties as requested.
              • Monitor and/or ensure compliance with Federal and State laws and regulations; including but not limited to the Bank Secrecy Act and Anti Money Laundering, as well as Bank operation policies and procedures. POSITION REQUIREMENTS: - Possess proficient skills to create and manipulate spreadsheets, databases, and documents utilizing Microsoft software tools, i.e. Office, Access, etc. - Sound analytical and organizational skills, with the ability to recognize and differentiate the various types of issues. Ability to multi-task, remain flexible, adapt to change, and work in a fast-paced environment. Possess prior customer service experience through telephone, email, and direct face-to-face contact. Clear concise and professional verbal and written communication skills. CB2

Keywords: Eastern Bank, Medford , Operations Analyst I, Professions , Medford, Massachusetts

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