Deposit Operations - Operations Service Specialist

Operations Service Specialist

Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.4 billion in assets. Founded in 1926, Metro serves more than 200,000 members across 11 counties in Massachusetts and 5 counties in New Hampshire. The credit union operates 15 branch offices including locations in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro provides comprehensive financial products and services to employees at over 1,200 companies through its Metro@ Work program.

We are seeking a detail-oriented and service-driven Operations Service Specialist to join our Operations team. This role is ideal for a versatile operational professional who thrives in a fast-paced environment and enjoys supporting members, internal teams, and critical day-to-day processes across consumer deposits, commercial cash management, card processing, and digital services. In this role, you will serve as a cross-trained operational resource, helping ensure accurate processing, timely issue resolution, effective risk monitoring, and a seamless member experience. You will also use AI-assisted and automated tools to improve efficiency, accuracy, and service delivery while contributing to Metro's commitment to operational excellence, compliance, and continuous improvement. The position reports to the VP Operations and is based at our Chelsea headquarters with hybrid work arrangements allowing remote work flexibility.

What You'll Do: Support Members and Operational Excellence

In this role, you will help deliver high-quality service and ensure the smooth execution of essential operational functions that support members, internal partners, and the broader organization.

• Member Service Excellence - Deliver excellent service to members and internal partners by responding to requests through mail, secure email, phone, video, online messaging, contact events, help desks, and other service channels within established standards.
• Daily Operational Processing - Execute daily operational processing across consumer deposits, commercial cash management, card processing, payment channels, and digital services, including report review, transaction and file processing, balancing, adjustments, accurate posting to internal systems, and use of AI-assisted and automated tools to support efficiency and accuracy.
• Member Onboarding and Account Support - Engage directly with members to support onboarding, setup, and maintenance of products and services, including business accounts, cash management services, online and mobile banking access, online account opening, cards, payment channels, and related service features.
• Issue Resolution and Operational Support - Serve as a subject matter resource for branch employees and internal teams by troubleshooting issues, researching root causes, supporting member outreach, and coordinating with external processors or vendors when needed.
• Risk Monitoring and Escalation - Monitor service activity, transactions, applications, and deposits for accuracy, risk indicators, red flags, and suspicious activity; take appropriate action to mitigate loss, restrict access when necessary, and escalate concerns to management, fraud, or other appropriate teams.
• Automation and AI Enablement - Adopt and utilize AI-assisted tools and identify automation opportunities to improve efficiency, streamline workflows, reduce manual effort, and enhance service delivery across operational functions.
• Compliance and Procedure Adherence - Maintain knowledge of applicable products, systems, and federal and state regulations, and adhere to Metro policies, procedures, and service level expectations in all work performed.
• Cross-Functional Collaboration - Collaborate with departments and management on issue resolution, operational improvements, company initiatives, and projects, and perform additional duties as assigned.

What You'll Bring: Skills for Success

We are looking for someone who brings strong operational judgment, attention to detail, member service focus, and the flexibility to support a broad range of responsibilities in a cross-trained environment.

Required Qualifications

• High school diploma or equivalent required; associate or bachelor's degree or equivalent work experience preferred
• 24 years of experience in banking or credit union operations, deposit operations, digital services, card services, cash management, or a related operational support role preferred
• Familiarity with card servicing, dispute processing, ACH, wires, remote deposit capture, or online account opening workflows
• Demonstrated ability to deliver excellent service to members and internal partners across multiple communication and service channels
• Strong attention to detail and ability to perform transaction processing, balancing, maintenance, and exception handling with a high degree of accuracy
• Working knowledge of deposit, payment, card, digital banking, and cash management processes, systems, and service workflows
• Ability to identify risk indicators, follow procedures, protect member information, and escalate suspicious or unusual activity appropriately
• Familiarity with applicable regulations (e.g., ACH rules, Reg E, Reg CC) and operational compliance practices
• Proficiency with operational systems, Microsoft Office tools, and willingness to learn and apply AI-assisted and automated solutions in daily work
• Strong problem-solving, organization, and communication skills, with the ability to manage multiple priorities and collaborate effectively across teams
• Exposure to fraud monitoring, suspicious activity review, exception processing, or operational risk controls in a financial services environment
• Bilingual communication skills, especially Spanish/English, are a plus

Why Join Our Team

Comprehensive Benefits

Health, Dental, and Vision coverage for employees working a minimum of 20 hours per week; Metro provides assistance toward premiums and copays and offers 100% coverage on prescription copays

Annual bonuses - All staff eligible for an annual bonus and an annual (vesting) retention bonus

Time off - Three weeks of paid vacation per year and 11 paid holidays

401(k) retirement - Matching plan and Safe Harbor Plan; Metro contributes 3% regardless of employee contribution

Wellness programs - Wellness incentives, Employee Assistance Program, Flexible Spending Account, Prescription Drug Program, and a range of voluntary benefits (LTD, STD, AD&D)

Financial wellness - Access to no-interest loans and $150 per quarter reimbursement for wellness and lifestyle expenses

Pet insurance - Discounts on pet insurance

Career growth - Strong growth opportunities with individualized development plans

Tuition assistance - Position-related or job-related tuition assistance (one-year eligibility)

Training programs - Superb in-house training programs

Work environment - A growing, dynamic environment with a strong culture and exceptional team members

Hybrid Policy Eligibility

Minimum days in office per week: 3 (Tuesday and Wednesday required).

Minimum days in office for onboarding: 90 days.

4x10 eligible: No

Compensation Disclosure

$26.00 $35.00 / hour.

The hourly rate listed provides a general expectation for the role. Final compensation is based on experience, unique strengths, and the impact you are expected to make. Metro also offers a competitive benefits package and additional perks that contribute to total compensation