What are the responsibilities and job description for the Retail Account Operations Specialist position at WORKERS FEDERAL CREDIT UNION?
Job Title: Retail Account Operations Specialist
Department: Branch Administration
Department Location: Littleton, MA
Reports to: Director, Retail Operations & Optimization
Career Stream: Individual Contributor
Classification: Hybrid
Onsite Frequency: Primarily works on-site at a Branch or HQ
Pay Grade: 8
FLSA Status: Non-Exempt
Pay Grade Range: $24.32 - $30.39 - $36.47
Actual compensation offered may vary from the posted pay grade range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements and/or skill level, and will be finalized at the time of offer.
FUNCTION:
The Retail Account Operations Specialist is responsible for auditing all new accounts opened through retail branches and reviewing maintenance performed on existing accounts to ensure compliance with internal policies, regulatory requirements (KYC, AML, BSA), and operational standards. This role safeguards the credit union’s reputation, ensures regulatory compliance, and protects members’ financial interests by maintaining account integrity and mitigating risk. Success in this position requires a high level of diligence, attention to detail, and strong analytical skills to identify errors, missing documentation, and potential fraud. Daily responsibilities include monitoring new account reports, reviewing maintenance activities, and applying sound judgment and knowledge of credit and financial analysis principles. This role also oversees ACH audit reviews and debit card limit changes as part of maintenance change audit review processes, ensuring compliance and risk mitigation.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
- Audit all new accounts opened across retail branches daily, ensuring accuracy, completeness, and compliance with internal policies and regulatory requirements (CIP/KYC, AML, BSA).
- Review maintenance transactions on existing accounts (e.g., address changes, ownership updates, product conversions) for proper authorization and compliance.
- Monitor daily new account reports to identify missing documentation, errors, or potential signs of fraud, report findings to appropriate parties for correction.
- Prepare detailed audit logs, summaries, and monthly compliance reports, including identified risks and recommended actions.
- Collaborate with branches, Retail Operations leadership, and the Risk Department to resolve exceptions and strengthen compliance processes.
- Assist in developing and implementing policies, procedures, and strategies to enhance account review processes and mitigate risk.
- Provide guidance and training to branch staff on account opening and maintenance standards, suspicious activity identification, and compliance requirements.
- Conduct quarterly training sessions or workshops to raise awareness of account review procedures and promote compliance.
- Collect documentation for external audits and respond to auditor inquiries during review processes.
- Pull and manage ACH audit reviews to verify accuracy, authorization, and compliance with internal and regulatory standards.
- Review and manage debit card limit changes under maintenance change audit review, ensuring proper documentation and adherence to policy.
- Stay current with regulatory requirements and industry best practices related to account review and financial crime prevention.
- Attend weekly on-site team meetings at Littleton HQ with the Retail Services team.
- Demonstrate behaviors aligned with the credit union’s Fundamentals as part of the Workers Way culture program.
Education
- HS diploma or equivalent required.
Experience
- Thorough working knowledge of Account Review Process, 3-5 years of experience in frontline operations and compliance in a financial services environment.
Knowledge/Skills/Abilities/Competencies
- Skilled in Microsoft Office Outlook, Word, and Excel.
- Strong understanding of core banking systems and compliance platforms.
- Strong communication skills, interpersonal communication, problem solving, and critical thinking.
- Very strong detail orientation and organizational skills.
- Able to multi-task in an office environment.
- Must possess self-initiative, motivation, and confidence in work abilities.
- Team-oriented individual who works well with colleagues.
- Ability to work independently.
Work Environment
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.
- This role is currently classified as a Hybrid position. However, the classification is subject to change based on business needs.
Physical Demands
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- This is a largely sedentary role. While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools, or controls and to reach with hands and arms.
- Occasional travel to other work locations maybe be required.
About Workers Credit Union: Since 1914, Workers Credit Union has existed to Improve the Daily Lives of our Members. We deliver on our core purpose by partnering with our members to help them make their best financial choices and improve their financial wellness. We call this The Workers Way and this is at the center of everything we do. Through our specialized financial counseling, we are pioneering a new member experience through high-touch service and convenient technology. We have grown to over 2.6 Billion in assets and serve over 120,000 members. We are one of the top performing credit unions in Massachusetts with big plans for the future!
Benefits:
- Comprehensive medical, dental and vision plans
- Basic life and AD&D insurance, short-term disability and long-term disability
- 15 days of paid time off (PTO) per year
- Up to 16 hours of volunteer time off (VTO) per year
- 11 paid holidays
- 401(k) that includes a Safe Harbor Match of up to 4%.
- Tuition Reimbursement Program
- Mental health resources including an Employee Assistance Program (EAP)
- Individualized learning and development programs
EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Salary : $24 - $30