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Eastern Bank Operations Supervisor in Lynn, Massachusetts

Responsible for overall functions pertaining to ATM and Debit Card ensuring all regulatory deadlines and SLAs are met consistently. Also responsible for the quality control of the daily work to ensure compliance with Regulation E and MasterCard Rules.


Ensures the timely completion of daily work in accordance with established procedures and deadlines. Including but not limited to:

Daily Production:

  • Reg E Debit card claim and purchase dispute processing.

  • Card exception reporting.

  • Debit card limit monitoring.

  • Debit Card GL reconcilement.

People Management

  • Responsible for the daily workload allocation and team performance.

  • Conducts monthly 1-1s with the team.

  • Acts as a coach and mentor to Team Members.

  • Resolves routine personnel issues.

Process Management:

  • Identify claim trends and collaborate with Fraud Operations team to implement fraud rules to mitigate fraud loss.

  • Manages daily production issues working with internal departments to remediate where necessary.

  • Identify process improvements across the department and work with Management to streamline processes and mitigate risk.

  • Serve as an SME on all debit card related projects.

  • Act as vendor point of contact for workflow improvements and system updates.

  • Responsible for updating and maintaining departmental Standing Operating procedures.


  • A thorough 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

This employee is required to perform assigned job duties independently and responsibly.


Education and Experience

High School Graduate with a minimum 3 - 5 years banking experience.

Skills/Knowledge :

The incumbent should possess strong communication and organization skills as well as strong customer service skills and knowledge of general accounting principles. Attention to detail is required as well as the ability to multitask in a fast-paced environment. They must be able to work effectively as part of a team and confident on presenting results to management.

Committed. Inclusive. Courageous. Eastern Bank has built a legacy of investing in the communities we serve and helping our customers, communities and employees thrive and grow. We pride ourselves in having knowledgeable and experienced professionals that can provide the expertise, personal attention and service our customers deserve.

As a large full service commercial bank in the Greater Boston area, we are able to offer you unique opportunities for career growth throughout the organization, as well as a competitive compensation and benefits program.

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.