Digital Operations Associate

PeoplesBank•Holyoke, MA

18d•Hybrid

About The Position

The Digital Operations Associate supports Banking-as-a-Service (BaaS) initiatives by serving as the main operational liaison for Digital Growth, coordinating with both internal and external stakeholders. This role supports the seamless execution and oversight of partnership programs by driving compliance, managing regulatory and financial processes, and delivering actionable insights to leadership. The Associate will foster strong relationships and uphold standards of service and operational alignment with bank policies and procedures. This role is based out of our Executive Offices in Holyoke, MA and can be done in a hybrid capacity.

Requirements

Associate’s degree and 2+ years of bank operations experience preferred, or equivalent combination of education and experience.
Microsoft basic skill level required.
Banking and operations experience is desired.
Strong operational skills, with a proven ability to complete objectives from concept to completion.
Highly effective at managing independent workload, setting priorities, managing multiple complex deliverables under tight deadlines.
Ability to apply prior experience to generate ideas and process improvements to meet operational goals.
Exceptional written, verbal, and presentation communication skills.
Engages effectively with high-value partners and clients, leveraging professional business acumen to tailor messaging and interactions to each audience.

Responsibilities

Serve as the primary BaaS operations liaison for Digital Growth, collaborating with internal teams such as Operations, Compliance/BSA, Finance, and Audit.
Support onboarding and due diligence activities for new 3rd and 4th party resources and BaaS partnerships by collecting and organizing required documentation for program launches and ongoing compliance, as directed by senior team members.
Assist in project planning and coordination to help ensure BaaS programs follow standard processes for vendor implementation and partner onboarding.
Support the delivery and deployment of BaaS programs by helping track timelines, monitor risks, communicate with stakeholders, and gather KPIs.
Coordinate with external teams to address the needs of stakeholders and Digital Growth partners. Help to build relationships with Stakeholders and Digital Growth partners under the guidance of the Strategic Partnership Supervisor.
Help Digital Growth team members meet deliverables and exceed customer expectations by providing administrative and operational support.
Assist in managing relationships with vendors, responding to customer inquiries and fraud-related requests, and collaborating with support functions to ensure seamless service delivery of requests from senior team members.
Help conduct risk assessments and audits for the Digital Growth team, ensuring compliance and operational integrity, under the guidance and direction of senior team members.
Manage daily BSA/AML filing requirements, including preparing Currency Transaction Reports (CTR) and Suspicious Activity Reports (SAR), and work closely with BSA to ensure timely and efficient completion.
Respond promptly to partner information requests in accordance with service level agreements; initiate and track requests to service providers, ensuring timely follow-up and resolution.
Prepare and process partnership fee invoices by generating reports, reviewing data, and verifying billable amounts against contractual agreements; monitor accounts payable and follow up with partners to ensure timely payments.
Facilitate operational transactions for partners, including monetary and file transfers, while serving as the primary point of contact for partner and service provider inquiries or issues.
Compile and deliver transaction and program metrics to the Strategic Partnership Supervisor and Digital Growth leadership, ensuring timely and accurate reporting as needed.
Complete all annual compliance training and testing requirements to ensure adherence to bank, federal, and state regulations. Uphold all Bank Policies and Procedures and consistently meet departmental and organization-wide service standards.
Other duties may be assigned