PRIMARY PURPOSE OF JOB

The Operations Specialist I assists the Operations area with a variety of operational functions supporting MA Bank customers and branch personnel. Responsibilities include processing account maintenance and transaction requests, handling legal orders and documentation, assisting with card-related disputes, balancing functions, and providing operational support to branches.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS

Other duties may be assigned.

• Processes wire transfers and other operational transactions.
• Processes account file maintenance changes, address change verifications, check forgery claims, stop payments, and subpoenas.
• Processes tax levies, garnishments, and child support enforcement orders, including required account research, documentation, and processing.
• Assists with card disputes, including processing and maintaining appropriate documentation.
• Performs credit card balancing and researches and resolves balancing discrepancies as needed.
• Prepares customer account communications, notices, and remittances, including CD notices, Christmas Club account notices, and other operational correspondence.
• Assists branches with balancing inquiries, account transfer requests, forms, wire processing, and other operational needs.
• Assists with special projects and other functions within Operations.
• Maintains working knowledge of deposit and loan products, stop payment procedures, ATM/debit card procedures, account maintenance procedures, and other applicable operational processes.
• Develops and maintains an in-depth knowledge of current MA Bank products and services, as well as corresponding bank policies, procedures, and processes.
• Stays current on regulations and requirements affecting MA Bank products, services, and assigned operational responsibilities.

ADDITIONAL JOB DUTIES

• Represents MA Bank in community, civic, and community reinvestment activities to enhance the Bank's image and support community relationships.
• Maintains knowledge of products and services available throughout the Bank and assists in identifying appropriate products and services based on customer needs.
• Complies with Bank operational, security, and information security policies and procedures.
• Maintains a professional appearance and organized work area in accordance with Bank standards.
• Maintains customer confidentiality and protects customer and Bank information by safeguarding personal, financial, and account information and remaining vigilant regarding potential information security threats.
• Maintains knowledge of and complies with applicable regulatory requirements and MA Bank policies and procedures through required training and ongoing review of policies and procedures.
• Contributes to the overall success of the Bank by assisting other employees and departments as needed.
• Performs other duties and responsibilities as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong attention to detail and ability to complete work accurately.
• Strong organizational skills and ability to manage multiple responsibilities and priorities.
• Analytical and problem-solving skills, including the ability to research and resolve operational discrepancies.
• Ability to understand and follow detailed procedures, regulatory requirements, and legal documentation.
• Working knowledge of banking products, services, and operational processes.
• Excellent computer skills, including Excel, Word, Adobe, and applicable banking software.
• Good mathematical and balancing skills.
• Ability to maintain confidentiality when handling sensitive customer, account, and legal information.
• Ability to establish and maintain effective working relationships with employees across departments.
• Ability to communicate professionally with coworkers, customers, vendors, and other parties.
• Ability to work independently while contributing effectively as part of a team.
• Ability to work in a constant state of alertness and in a safe manner.
• Ability to perform other related work as assigned.

EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS

• High school diploma or equivalent required.
• Customer service experience preferred, including telephone-based customer service.
• Experience in the financial services industry preferred.
• Retail banking or banking operations experience preferred.

PHYSICAL CONTEXT AND WORK ENVIRONMENT

The work environment is usually a well-lighted, environmentally controlled indoor environment with a controlled level of noise.

Physical requirements include the ability to read documents and reports and use a computer; communicate with coworkers and the general public in person or by telephone/headset; sit for extended periods; move throughout the work area; occasionally stoop or kneel; lift up to 20 pounds with or without reasonable assistance; occasionally drive locally for work-related assignments; and type, handle documents, and operate office and electronic equipment.

MA BANK BENEFITS

• ESOP – Share in MA Bank’s long-term success and growth through our Employee Stock Ownership Plan.
• Health Coverage – Medical, dental, vision, life, and disability insurance to support your well-being.
• Family Focused – Up to 12 weeks of parental leave, paid time off that grows with tenure, and federal holidays to help you balance work and life.
• Career Development – Tuition reimbursement, ongoing training, and opportunities to grow your career.
• Volunteer Time – Paid volunteer time to support the causes and organizations that matter to you.
• Culture & Perks – Logo wear reimbursement, collaborative teams, and a workplace grounded in integrity, service, and community.