Job Information
Eastern Bank Client Service Associate in Boston, Massachusetts
Assists designated Relationship Managers in daily servicing of client accounts and participates in department activities and projects, as needed. Serves as primary backup to Relationship Managers for all client interactions.
Responsibilities:
At the direction of the Relationship Managers, assists clients in person, via telephone, and by email with any ongoing client service activities including requests for, or changes to, account information, contributions, distributions, and tax information, as authorized.
Processes requests for cash disbursements, statements or tax information, web access support, questions on statements, and other client service-related inquiries.
Provides coverage for assigned Relationship Managers and to provide continuous service to clients or other related parties; documents calls and requests, processes correspondence, and keeps Relationship Managers informed of client communications and requests.
Processes opening of new accounts through completion of required checklist, with input from Relationship Managers and Operations staff; ensures account paperwork is in good order and imaged. Oversees set-up of new clients on trust accounting system to ensure accuracy of mailings, tax reports and statements, and account information.
Maintains all account and client information on trust accounting system; oversees proper coding of disbursements, deliveries, and receipts on system and prepares related forms and documentation according to established procedures and policies.
Processes timely closing of accounts, including appropriate distribution of cash and completion of required checklist; communicates ongoing updates on status and completion to Relationship Managers.
Assists with required account reviews in conjunction with Relationship Managers, initiating processes if requested and preparing review forms for completion and approval of Relationship Managers.
Supports Relationship Managers with specialized, job specific responsibilities.
Ensures documentation of all pertinent activities.
Drafts letters, memoranda, spreadsheets, and other documents for Relationship Managers, and for delivery to client, where appropriate.
Files and images all relevant materials timely and accurately.
Covers office, supports other (Sr.) Client Service Associate’s responsibilities in his/her absence, and covers phones for designated employees, as needed.
Participates in assigned general duties for department.
Participates in department meetings with Operations, Tax, and Administration to keep current on procedures, resolve issues, and help to improve workflow and team relations.
Qualifications:
Bachelor’s Degree or equivalent work experience.
Minimum1- 2 years financial services experience.
Proven analytical and decision-making skills with effective problem resolution.
Excellent client service skills.
Excellent verbal and written communication skills, including proper business letter and email writing.
Strong computer skills, including office software products such as word processing, spreadsheet, and presentation applications.
Ability to prioritize, juggle variety of tasks, and interact with staff at all levels.
Excellent attention to detail and accuracy.
Positive attitude, team player, and willingness to accept new assignments and pitch in.
Working Conditions/Physical Demands:
Normal office environment.
Frequent sitting and standing at a desk.
Heavy keyboard use.
Hybrid Role