Research Operations Processor

Hiring Range: $18.95 - $26.34

The posted salary range reflects Eastern’s expected hiring range. Actual pay may vary based on experience, skills, and market factors; additional compensation may apply. Eastern offers a robust benefits and retirement package. Please see the description of benefits included with this job posting for additional information.

This role is based in our Wakefield, MA office 5 Days per week

• Provide support to all bank offices, bank departments and external customers through researching information regarding account information. Provide a variety of information requested by internal and external Bank customers. Assist with requests related to Credit Reference, Audit Confirmation, Social Security, Medicaid, Mortgage and housing verifications. Ensure requests are properly authorized and processed according to bank policies and compliance requirements.
• In a timely manner, process customer requests and account inquiries received through Salesforce, incoming faxes, and physical mail. Use FIS, Optima3, ImageCenter, Global Viewpoint, Salesforce, and other department systems to research information and complete routine requests. Verify documents and account information for accuracy and follow privacy and security procedures when handling and distributing bank records.
• Responsible for handling incoming and outgoing departmental mail, including printing and preparing documents for mailing, receiving and opening incoming mail, distributing correspondence to the appropriate team members, and scanning documents for electronic storage and recordkeeping. Ensures mail and documents are processed accurately, confidentially, and in a timely manner to support daily departmental operations.
• Responsible for processing basic copy requests received from internal and external means, including but not limited to statement copies, check copies, loan document copies.
• Responsible for the proper and timely completion Account Verifications for both deposit and personal loan accounts. Must strictly adhere to State and Federal privacy rules regarding consumer customers. Interpret language used in authorization releases to prevent unauthorized information from being provided to requestors. Also responsible for performing data entry using various tracking software products.
• Support department colleagues through learning other functions within the department and provide backup to those functions when the need arises.

Qualifications: 

• Related knowledge/skills base gained through experience preferred
• 2+ years experience in a Research environment or position with similar attributes preferred
• Knowledge of deposit and loan products a plus
• Strong customer service skills
• Strong verbal and written communication skills
• Must be self-motivated, able to work independently and possess solid decision-making skills
• Knowledge of Microsoft Office a plus
• Must be comfortable in learning and operating a multitude of computer applications as new systems are routinely added.

Skills/Knowledge: 

• Must be able to communicate (written and oral) effectively and professionally with federal and state agencies and also internal and external customers.
• Must have strong interpersonal skills as well as the ability to train others.
• Must be able to strictly adhere to the many Federal and State rules and regulations that relate to all departmental functions, including but not limited to GLBA and Regulation P.
• Attentiveness to detail is required.
• Proficiently manage an efficient workflow in a multiple task-oriented, fast-paced environment.
• Must be well organized and flexible.
• Must be highly productive and able to work with minimal supervision.
• Must be able to deal well with a fast-paced environment to meet tight deadlines and maintain high productivity.
• Must be able to function in a highly confidential capacity due to internal and external legal investigations that are handled within the team.
• Must be able to be fully in the office full time