Operations Analyst I

Eastern Bank - Medford, MA

Full-time - Entry Level

Medford, MA

Credit Intermediation and Related Activities

About the position

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. This role is essential in ensuring that customer needs are met efficiently and effectively, contributing to the overall success of the Lockbox operations. The Operations Analyst I will engage in various tasks that include implementing new business processes, preparing customer specification forms, and assisting management with budget validations. The position requires a proactive approach to customer service, ensuring that all interactions are handled with professionalism and accuracy. The Operations Analyst I will also be responsible for maintaining customer information in the Archer system, ensuring that all data is accurate and up-to-date. This includes overseeing customer inquiries, scheduling processing instructions, and supporting operations associates by clarifying customer-processing requirements. The role involves preparing weekly and monthly reports, coordinating testing of remittances, and performing training on ancillary service setups. Additionally, the analyst will monitor compliance with Federal and State laws, including the Bank Secrecy Act and Anti Money Laundering regulations, ensuring that all operations adhere to established policies and procedures. This position is designed for individuals who possess strong analytical and organizational skills, with the ability to multi-task and adapt to a fast-paced environment. The Operations Analyst I will play a crucial role in fostering positive relationships with customers and ensuring that their needs are met promptly and accurately, thereby contributing to the overall success of the Lockbox operations.

Responsibilities

• Assist with the implementation of new business by obtaining customer information and requirements.
• Coordinate the opening of new PO boxes with the Relationship Manager.
• Provide customers with artwork to forward to their bill printers.
• Participate in coordinating the testing and implementation of new jobs.
• Prepare Customer Spec Forms for customer approval.
• Assist managers with budget validations by validating invoices for approval.
• Validate and maintain Lockbox equipment Service Contracts.
• Conduct training for Customer Web Inquiry Products and Services, both on-site and via webinars.
• Ensure compliance with Customer Service Level Agreements by reviewing standards and addressing concerns with managers.
• Assist Management with projects and 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, researching and responding 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.
• Oversee and maintain customer information in the Archer system to ensure accuracy.
• 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 customers.
• Perform training of ancillary service setup and application usage.
• Perform additional duties as requested.
• Monitor and ensure compliance with Federal and State laws and regulations, including the Bank Secrecy Act and Anti Money Laundering.

Requirements

• Proficient skills in creating and manipulating spreadsheets, databases, and documents using Microsoft software tools, including Office and Access.
• Sound analytical and organizational skills, with the ability to recognize and differentiate various types of issues.
• Ability to multi-task, remain flexible, adapt to change, and work in a fast-paced environment.
• Prior customer service experience through telephone, email, and direct face-to-face contact.
• Clear, concise, and professional verbal and written communication skills.

Benefits

• Disability insurance
• Health insurance
• Dental insurance
• Tuition reimbursement
• Vision insurance