Service Associate (Cliftondale)

Eastern Bank•Saugus, MA

About The Position

The Service Associate performs a hybrid of customer service representative and teller duties, primarily at in-store branches or other locations where the hybrid role is authorized. The position divides time between account representative and teller responsibilities, with the balance varying as needed. The associate works toward individual sales and service goals, supports customer retention and portfolio growth, and follows bank policies and operational requirements. Account representative duties include opening deposit accounts; preparing, processing, and closing applicable loan applications; processing transactions through ATM, ITM, TCR, and ICOM systems; making referrals to bank business lines and third-party partners; contacting high-value customers; handling account maintenance and service issues; and supporting quarterly sales goals. The role also requires completing and implementing four additional trainings: Fiduciary, Business Documentation, Operations, and Safe Deposit. Teller duties include processing deposits and verifying cash and endorsements, cashing checks, selling and recording monetary instruments, filing required government reports for large cash transactions and monetary instrument sales, processing foreign currency transactions, and handling loan payments and credit card cash advances. The associate must comply with bank policies and procedures and seek guidance from the immediate supervisor when policy is unclear or uncertain. The position requires independent work, multitasking in a fast-paced environment, strong communication and relationship-building skills, technical literacy, professionalism, and the ability to learn the bank’s products and services. Working conditions include prolonged stationary work with continuous customer contact and transporting items weighing 15 pounds or more.

Requirements

High school diploma or equivalent.
Ability to work independently and multitask in a fast-paced environment.
Outgoing, self-starting approach and technical literacy.
Basic business acumen and professionalism.
Ability to communicate information and ideas clearly and exchange accurate information.
Ability to build relationships and strong alliances across the organization.
Ability to quickly learn the bank’s products and services.
Ability to remain stationary for long periods without a break while maintaining continuous customer contact.
Ability to transport items weighing 15 pounds or more.

Nice To Haves

Two to four years of sales experience in a retail, financial services, or hospitality environment.

Responsibilities

Perform both customer service representative and teller duties in authorized in-store or other branch locations.
Work toward individual sales and service goals.
Open deposit accounts.
Prepare and process loan applications for mortgage, consumer, small business, and other lending units.
Close loans for applicable business lines.
Process transactions using ATM, ITM, TCR, and ICOM.
Refer customers to other bank business lines and third-party partners.
Contact high-value customers by phone and in person to retain and grow the portfolio.
Maintain operational compliance and adhere to bank policies.
Handle daily account maintenance and customer service issues.
Support achievement of quarterly sales goals.
Complete and implement Fiduciary, Business Documentation, Operations, and Safe Deposit trainings.
Process deposits, verify cash and endorsements, and provide receipts.
Cash checks for customers and non-customers according to bank policy.
Sell and properly record monetary instruments, such as official bank checks.
File government-mandated reports related to large cash transactions and monetary instrument sales.
Process foreign currency purchases and sales.
Process loan payments and credit card cash advances.
Seek guidance from the immediate supervisor when written policy is unclear or uncertain.