Operations Service Specialist -Deposit Operations

Job description

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. 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 • 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 Why Join Our Team Compensation & Benefits Summary Comprehensive Health Coverage Health, Dental, and Vision coverage for employees working minimum 20 hours per week. Metro provides assistance toward premiums and copays and offers 100% coverage on prescription copays through the Prescription Drug Program. Time Off Three weeks of paid vacation per year and 11 paid holidays, supporting work-life balance from day one. Competitive Compensation Annual bonuses for all staff, including both annual performance bonus and annual vesting retention bonus. Robust Retirement Benefits 401(k) retirement matching plan and Safe Harbor Plan. Metro contributes 3% regardless of employee contribution, ensuring your financial future is secured. Wellness & Financial Support Wellness incentives, Employee Assistance Program, Flexible Spending Account, and range of voluntary benefits including LTD, STD, and AD&D. Access to no-interest loans and $150 per quarter reimbursement for wellness and lifestyle expenses. Career Development Strong growth opportunities with individualized development plans. Position-related tuition assistance available after one year of eligibility. Superb in-house training programs to build your skills. Additional Perks Discounts on pet insurance. A growing, dynamic work environment with strong culture and exceptional team members who are passionate about serving our community. Additional benefits include wellness reimbursements, tuition assistance, and professional development opportunities. Hybrid Policy Eligibility Minimum days in office per week: 3 (Tuesday and Wednesday required). Minimum days in office for onboarding: 90 days. 4x10 eligible: Yes. Compensation Disclosure $26.00 – $35.00/ hour. The salary range 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. Ready to Make an Impact? At Metro Credit Union, we believe our employees are our greatest asset. We are committed to creating a work environment where you can thrive professionally while maintaining work-life balance. From comprehensive benefits and competitive compensation to opportunities for growth and development, we invest in your success. Join a team where your work makes a real difference in protecting our members and strengthening our community. 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 .