Operations Processor

Eastern Bank•United States,

4d•$19 - $29

About The Position

The Operations Processor is responsible for maintaining and investigating ATM/debit card claims in compliance with UDAAP and Regulation E. The role maintains ATM/debit card mailings and related claims processes, processes customer error resolutions, and ensures applicable provisional and final credits are provided within regulatory timeframes. It involves communicating with customers in writing and by phone throughout the claims process, administering disputes, processing re-presentments and chargeback entries, and posting claim-related transactions using scripts. The position also processes ATM/debit card non-posted transactions, collaborates across business areas to investigate claims and mitigate financial loss, and conducts trend analysis for management and stakeholders. Additional duties include monitoring and safeguarding returned ATM and debit cards, serving as an escalation point for claim inquiries, and supporting deposit-product processing and maintenance across operations. The successful candidate uses evidence and data to make decisions while following internal procedures and maintaining a high standard of work.

Requirements

High school graduate.
Three to five years of banking experience.
Understanding of Regulation E and its impact on consumers and the business.
Ability to perform in a fast-paced, high-demand environment while balancing multiple priorities.
Excellent written, verbal, and interpersonal communication skills.
Proficiency in Microsoft Word, Excel, and Outlook.
Ability to work effectively in a team across organizational levels, demonstrating flexibility, collaboration, and adaptability.
Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic, complex environment.
Critical-thinking skills and ability to understand complex issues.

Responsibilities

Maintain and investigate ATM/debit card claims in compliance with UDAAP and Regulation E.
Maintain ATM/debit card mailings and related claims processes.
Process customer error resolutions in compliance with Regulation E and ensure applicable provisional credit is provided within 10 calendar days and final credit within 45 calendar days of the customer report date.
Communicate with customers in writing and by phone throughout the claims process while adhering to regulatory timelines.
Administer and manage disputes, process re-presentments, and enter chargebacks.
Use scripts to post transactions related to card claims and remunerate customer accounts.
Process ATM/debit card non-posted transactions promptly and timely.
Collaborate across business areas to investigate claims and mitigate financial loss.
Conduct trend analysis and present findings to management and key stakeholders.
Monitor, record, and safeguard returned ATM and debit cards.
Act as an inquiry escalation point and provide claim-related guidance to other business areas.
Support processing and maintenance of deposit products across the operations area.
Make informed, evidence-based decisions while following internal processes and procedures and maintaining a high standard of work.