Operations Service Specialist -Deposit Operations

Position Summary

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.

What You'll Do

• Support Members and Operational 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 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.

About Metro Credit Union

Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.4 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program. Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos ("Together We Advance") designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman's Best of 2025 awards; and recognized as one of America's Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.