Branch Support Specialist (Lawrence, MA)

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

Join Our Team as a Branch Support Specialist

Location: Lawrence, MA | Full-Time

Do you thrive in a fast-paced environment and take pride in getting the details right? Want to put your organizational skills to work in a rewarding career at BrightBridge? As a Branch Support Specialist, you play a vital behind-the-scenes role—serving as a trusted resource and primary help desk for our branch network. In this deadline-driven, detail-oriented environment, you'll provide quality control over account and file maintenance, research and resolve operational discrepancies, review account-opening exceptions and legal documentation, support fraud mitigation efforts, and monitor branch operational controls and reporting. If you're dependable, detail-focused, and excited about joining a thriving team, we want to hear from you!

Why You’ll Love Working Here

• A collaborative team culture where your contributions matter
• Ongoing training and career development opportunities
• Competitive pay, benefits, and the chance to grow with a supportive organization
• The satisfaction of making a real difference in your community every day

What You'll Be Doing (Your Responsibilities)

• Provides centralized operational support to branch network staff.
• Serves as primary help desk for policy, procedure, and account questions.
• Research and resolves operational issues and discrepancies accurately and timely.
• Escalates complex or high-risk issues to management or appropriate departments.
• Maintains strong, professional, service-oriented relationships with branch employees.
• Reviews and quality-controls account and file maintenance for accuracy and compliance
• Ensures account changes are properly authorized, documented, and compliant.
• Identifies errors, trends, and training or process improvement opportunities.
• Reviews and approves account-opening exceptions within authority.
• Verifies legal and supporting documentation for account setup and maintenance.
• Partners with Compliance, Legal, and Risk on complex or sensitive issues
• Monitors branch activity for fraud indicators and operational risk concerns.
• Supports fraud prevention efforts and escalates suspicious activity appropriately.
• Research and resolve balancing issues and transaction discrepancies.
• Track recurring issues identifies root causes and trends.
• Monitors and reports operational control metrics and branch reporting accuracy.
• Identifies and recommend improvements to procedures, workflows, and controls.
• Communicates procedural updates and supports implementation of changes.
• Maintains confidentiality and professionalism with sensitive information.
• Builds trusted relationships while ensuring accuracy, compliance, and strong member support.
• Leads the See It, Own It, Solve It, Do It culture by analyzing and improving member service and staff experience.
• Champions the credit union’s brand and culture with enthusiasm, spirit, and energy
• Perform additional duties as needed.

What We’re Looking For (Your Qualifications)

• Minimum of high school diploma required, associate’s degree preferred or equivalent experience.
• Minimum of two years’ experience in a financial institution.
• Detail Oriented, with good organizational skills.
• Possess demonstrated effective written and verbal communication, interpersonal and customer service skills.
• S TONG PC skills to include Microsoft Office.

Physical Demands, Equipment Used, and Work Environment

• Sitting at a desk for extended periods.Fine motor skills for continuous computer keyboarding and mouse use.
• High volume of phone and video calls requiring active listening and speaking.
• Regular attendance and office mobility required. Attendance at appropriate conferences, meetings, and other travel as needed are required.