Operations Processor

Job Description

The primary function of the Operations Processor III is responsible for the maintenance and investigation of ATM/Debit card claims in compliance with UDAAP and Regulation E. Maintaining ATM/Debit Card mailings and all other ATM/Debit Card claim related processes.

Responsibilities include, but are not limited to the following:

• Processing customer error resolutions in compliance with Regulation E.
• Ensuring when applicable provisional credit is provided to the customer within 10 calendar days of the customer report date and final credit is applied to the customer within 45 calendar days.
• Communicate with customers throughout the claims process in writing and by phone ensuring regulatory timescales are consistently adhered to.
• Administer and manage disputes, process re-presentments and chargeback entries.
• Renumerate customer accounts utilizing scripts to post transactions pertaining to all card claims.
• Ensure prompt and timely processing of ATM/Debit card non posted transactions.
• Work collaboratively across all business areas to investigate all claims received by the bank to mitigate financial loss.
• Undertake trend analysis to understand claim trends and present findings to management and all key stakeholders.
• Responsible for the monitoring, recording, and safekeeping of all returned ATM and Debit Cards.
• Act as an inquiry escalation point and provide claim related guidance to other areas of the business.
• Support with the processing and maintenance of all deposit products across the full operations area.
• The successful candidate will make informed decisions using data and evidence gathered throughout their investigations whilst following our internal processes and procedures.
• The individual will possess critical thinking skills and be able to understand complex issues, whilst ensuring an extremely high standard of work and output is always achieved.

Qualifications: Education and Experience:

• High School Graduate with a minimum 3 - 5 years banking experience.
• Skills/Knowledge:
• An understanding of Regulation E and how it impacts both our consumers and our business.
• Posses the ability to perform in a fasted paced, high demand, environment whilst balancing multiple priorities.
• Excellent written, verbal and interpersonal communication skills.
• Proficient in Microsoft Office (Word, Excel, and Outlook).
• Ability to work effectively in a team environment across all organizational levels, demonstrating flexibility, collaboration, and adaptability.
• Capability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment

About Us

At Eastern Bank, we pride ourselves on supporting our employees by offering tremendous opportunity for individual growth. As an inclusive company, we work to ensure that our valued employees are treated fairly, recognized for their individuality, and encouraged to reach their fullest potential. These values have earned us a reputation as a great place to work and provide a strong reason why you should consider a career with us. We are proud to offer comprehensive compensation plans and a benefits program called Total Rewards that includes medical, dental, vision, life and disability insurance, retirement, vacation and tuition reimbursement. Eastern Bank is an equal opportunity employer. All job applicants will be considered for employment without regard to race, color, religious creed, national origin, sex, sexual orientation, gender identity, genetic information, military service, age, ancestry, or disability. At Eastern Bank, we are dedicated to building a diverse, equitable, inclusive and authentic workplace. If you're excited about this role but your experience doesn't fully align with every qualification, we still encourage you to apply! You may be just the right candidate for this position or others across the company. Our Recruitment team is waiting to chat with YOU.