Retail Account Operations Specialist

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.

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.

• 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.

• HS diploma or equivalent required.

• Thorough working knowledge of Account Review Process, 3-5 years of experience in frontline operations and compliance in a financial services environment.

• 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…