Operations Associate

Eastern Bank•Woburn, MA

About The Position

The Operations Associate is primarily responsible for the operational elements of a small to mid-sized banking office, including cash vault and ATM management, negotiable instruments, compliance and security, cash drawer audits, and quality control for new account openings. The role also directly serves retail branch customers and handles both sales and transactional activities. The associate manages the branch cash vault and ATM, audits cash and related records, balances and researches cash errors, completes required BSA forms, and reviews new account documentation—including complex business accounts—for compliance with bank policies. Customer-facing duties include opening deposit accounts, taking loan applications, closing consumer loans, making referrals, handling account maintenance, and processing monetary transactions. The position also maintains safe deposit records and assists customers with safe deposit box access when applicable. The role requires balancing bank policies and procedures with sound judgment. When written policy is unclear or a situation is uncertain, the associate seeks guidance from the Assistant Branch Manager, Branch Manager, Regional Manager, or Retail Administration. Eastern Bank describes itself as inclusive and offers opportunities for individual growth. Its Total Rewards benefits program includes medical, dental, vision, life and disability insurance, retirement, vacation, and tuition reimbursement. Eastern Bank is an equal opportunity employer and is committed to building a diverse, equitable, inclusive, and authentic workplace.

Requirements

Ability to work independently and multitask in a fast-paced environment.
Outgoing, self-starting approach and technical literacy.
Strong interpersonal skills and an interest in customer service.
Basic business acumen and professionalism.
Strong written and verbal communication skills.
Ability to build relationships and strong alliances across the organization.
Ability to quickly learn the bank’s products and services.
Ability to stand for up to five hours at a time without a break.
May be required to lift and/or move coin or currency bags weighing 25–30 pounds.

Responsibilities

Manage the branch cash vault within prescribed limits, serve as vault custodian, and use the bank’s cash forecasting system.
Serve as ATM custodian, keeping the ATM stocked and functional and balancing it daily.
Audit negotiable instruments, cash drawers, foreign currency when applicable, and related logs for adherence to policies and procedures.
Handle branch operational components, including balancing and researching cash errors and filing required BSA forms.
Maintain compliance and security requirements and implement processes that support regular adherence.
Review new account opening documentation, including complex business account documentation, for adherence to bank policies and procedures.
Open deposit accounts and take loan applications for various lending units.
Close consumer loans.
Refer customers to other bank business lines and third-party partners.
Handle routine account maintenance and other customer servicing issues.
Process monetary transactions, including check cashing, deposits, sales of monetary instruments, foreign currency transactions, and credit card cash advances.
Maintain safe deposit records, including contracts and access slips, and assist customers with access to safe deposit boxes when applicable.
Use appropriate judgment to balance policy and procedure with outcomes beneficial to the bank and customer; seek guidance when policy is unclear or there is uncertainty.
Personally serve retail branch customers as needed.