Branch Operations & Support Specialist

BrightBridge Credit Union; Lawrence (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

BrightBridge Credit Union in Lawrence, MA is seeking a Branch Support Specialist to provide centralized operational support to the branch network. You will serve as the primary help desk for policy questions and account details, researching issues and ensuring accuracy and compliance.

You will review changes, monitor fraud indicators, and partner with Compliance and Legal to resolve high-risk matters while maintaining professional relationships with staff and members.

Qualifications

• Detail oriented with strong organizational skills and accuracy.
• Written and verbal communication, interpersonal and customer service abilities are essential.
• PC skills including Microsoft Office are required.

Responsibilities

• Provide centralized operational support to branch network staff.
• Serve as the primary help desk for policy, procedure, and account questions.
• Research and resolve operational issues and discrepancies accurately and timely.
• Escalate complex or high-risk issues to management or appropriate departments.
• Maintain professional, service-oriented relationships with branch employees.
• Review and quality-control account and file maintenance for accuracy and compliance.
• Ensure account changes are properly authorized, documented, and compliant.
• Identify errors, trends, and opportunities for training or process improvement.
• Review and approve account-opening exceptions within authority.
• Verify legal and supporting documentation for account setup and maintenance.
• Partner with Compliance, Legal, and Risk on complex matters.
• Monitor branch activity for fraud indicators and operational risk concerns.
• Support fraud prevention efforts and escalate suspicious activity appropriately.
• Research and resolve balancing issues and transaction discrepancies.
• Track recurring issues and identify root causes and trends.
• Monitor and report operational control metrics and branch reporting accuracy.
• Identify and recommend improvements to procedures, workflows and controls.
• Communicate procedural updates and support implementation of changes.
• Maintain confidentiality and professionalism with sensitive information.
• Build trusted relationships while ensuring accuracy, compliance and member support.
• Lead the See It, Own It, Solve It, Do It culture by analyzing and improving member service.
• Champion the credit union’s brand and culture with enthusiasm, spirit and energy.
• Perform additional duties as needed.

Skills

Detail oriented

Organizational skills

Written & verbal communication

Customer service

Interpersonal skills

Education

High school diploma

Associate's degree preferred

Tools

Microsoft Office

Job description

BrightBridge Credit Union in Lawrence, MA is seeking a Branch Support Specialist to provide centralized operational support to the branch network. You will serve as the primary help desk for policy questions and account details, researching issues and ensuring accuracy and compliance.

You will review changes, monitor fraud indicators, and partner with Compliance and Legal to resolve high-risk matters while maintaining professional relationships with staff and members.