Operations Representative

massbaycu; Boston (MA); On-site; USD 52,000 - 68,000; Full time

Job summary

Mass Bay Credit Union is seeking an Operations Representative to manage deposit operations, wire processing, ACH exceptions, and card-related functions. The role involves resolving account issues, processing disputes, and maintaining records to support audits.

Responsibilities include reviewing fraud notifications, processing returns, and ensuring compliance with E, OFAC, NACHA, and card network rules. This onsite position requires strong attention to detail and teamwork.

Qualifications

• High School Diploma or equivalent required; Associate degree preferred.
• Minimum of three years of financial services experience, preferably in back-office operations.
• Prior experience with Fraud Management preferred.
• Excellent internal service skills with ability to work independently and with all departments.
• Clear verbal and written communication skills with strong listening abilities.
• Shows initiative and dependability with strong attention to detail.
• Excellent organizational skills in a fast-paced environment.
• Proficiency in MS Office suite including Word, Excel, and Outlook.

Responsibilities

• Review wire queues to ensure requests are authenticated, timely, and accurate.
• Process ACH exceptions, returns, stop payments, and dispute handling while managing risk.
• Review card queues for fraud notifications, travel alerts, and adjustments; process timely.
• Ensure fraud and disputes are processed in accordance with regulations.
• Mail dispute letters within regulatory periods and perform follow-up.
• Notify cardholders of final fraud resolutions and adjust provisional credits as needed.
• Maintain records for audits and respond to inquiries from customers and staff.
• Escalate large or suspicious disputes to supervisor for review.
• Process overdraft related letters, review charged-off accounts, and manage overdraft reports.
• Review overdraft privilege reports for discrepancies.
• Process share draft exceptions and deposits adjustments; review returned checks.
• Review remote deposit capture, ATM queues, and upload to core with fraud controls.
• Review file maintenance for name/address changes and online banking core charges.
• Process research requests and ensure compliance with laws (E, OFAC, NACHA, Mastercard/Visa).
• Assist in other department tasks as needed.

Skills

Fraud management

Customer service

Communication

Initiative

Attention to detail

Organization

MS Office

Excel

Word

Outlook

Independent work

Education

High School Diploma

Associate degree preferred

Tools

MS Office

Excel

Word

Outlook

Job description

About Us

Celebrating over 85 years in business, Mass Bay Credit Union has over $300M in assets, continues to grow, and is proud to be 19,000 members strong! We've recently expanded our field of membership which allows us to serve members in a much broader group of communities. In addition, as a member of the shared branching network, we provide our members with nation-wide service at thousands of credit union locations throughout the country.

Interested in bringing your financial skills to a growth credit union where your input is valued? Then we would very much like to chat with you!

Mass Bay Credit Union is proud to be an Equal Opportunity Employer.

JOB TITLE : Operations Representative

REPORTS TO : Operations Supervisor

STATUS : Full time, Nonexempt

Job Purpose:

Responsibilities includes all aspects of deposit operations jobs which include the set-up and release of Wires, Post Incoming Wires, All Debit Card Related Functions, ACH Exception & Returns, Share Draft related functions, file maintenance review, Verafin alerts, Research and Resolve Account Issues and Adjustments. The Operation Specialists work together as a team to process, complete the daily functions, that includes making decisions.

Primary Duties & Responsibilities:

• Review incoming and outgoing wire queues to ensure requests are properly authenticated, processed timely and accurately in accordance with established controls, while monitoring and mitigating for fraud and risk.
• Review and make pay or return decisions for electronic payments processed through ACH for timely and accurate handling of exception and returns, stop payment, dispute processing and file submission, while monitoring and mitigating fraud and risk.
• Review card queues including fraud notifications, travels notifications, card adjustments and card maintenance, ensuring timely processing while mitigating fraud and risk.
• Ensure fraud and disputes are processed timely and in accordance with applicable regulations.
• Mail letters and notifications for all disputes within the established regulatory period.
• Provide additional follow-up as needed to support each dispute case.
• Upon completion of the case, notify the cardholder of the final fraud resolution and reverse any provisional credit if needed.
• Maintain proper records for audits and answering inquiries from both customers and staff.
• Escalates large dollar or suspicious amount disputes to the supervisor.
• Process the overdraft letters, review the overdraft accounts that need to be charged off, mail letters to excessive users and quarterly to all users.
• Review overdraft privilege report for discrepancies.
• Process shares draft exception and returns including all deposit adjustments and return deposited checks.
• Large dollar drafts reviewed to mitigating fraud risk, if needed verified with the member. Review stops payments report.
• Monitor, review and approve the Remote Deposit Capture and ATM queues, while mitigating fraud risk. Upload file to core.
• Review file maintenance for name and address changes, cards, EFT changes, online banking and core charges. Process all research requests.
• Review, monitor levies and process in a timely manner according to applicable laws.
• Approving members for remote deposit capture, review online activity, permissions, monitor various reports to mitigate risk.
• Maintain users for bill pay.
• Process various adjustments from the Accounting Department, branches or other areas
• Answer member inquiries via the phone or through emails.
• Assist in executing additional department tasks as needed.

Other Duties & Responsibilities:

• Ensure compliance across all payment channels for payment related regulations including but not limited to Regulation E, OFAC, NACHA and Mastercard/visa rules and agreements.
• Demonstrate working knowledge of BSA/AML/OFAC policies and procedures and implement as necessary in daily activities.
• Support the continuous improvement of Credit Union operations and business objectives.
• Support goals, objectives, and work of the Operations Department and Credit Union as a whole

Qualifications:

• High School Diploma or equivalent required. Associate degree preferred.
• Minimum of three (3) years of financial services experience, preferably in back-office operations.
• Prior experience with Fraud Management preferred.
• Excellent internal service skills with ability to work independently and/or collectively with all credit union departments.
• Clear/concise verbal and written communication skills and strong listening skills.
• Displays initiative and dependability.
• Attention to detail.
• Excellent organizational skills with ability to work in a fast-paced environment.
• Good working knowledge of personal computers required with proficiency in MS Office, Word, Excel, and Outlook preferred.

Working Conditions:

• Fully Onsite
• Office environment

Physical Requirements:

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use sufficient hand, arm and finger dexterity or feel objects, tools, or controls. Specific vision abilities required by this job include close vision, distance vision, and peripheral vision.