Deposit Operations - Operations Service Specialist

Metro Credit Union•Chelsea, MA

2d•$26 - $35•Hybrid

About The Position

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.

Requirements

High school diploma or equivalent required; associate or bachelor’s degree or equivalent work experience preferred
2–4 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

Nice To Haves

associate or bachelor’s degree or equivalent work experience preferred
2–4 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
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

Responsibilities

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.
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.
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.
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.
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.
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.
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.
Collaborate with departments and management on issue resolution, operational improvements, company initiatives, and projects, and perform additional duties as assigned.

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
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