Operations Assistant

Position Summary

The Operations Assistant supports daily operational functions, provides advanced assistance to department staff, ensures regulatory compliance, and delivers high‑quality internal customer service. This role requires strong analytical skills, deep knowledge of bank policies and products, and the ability to handle complex operational situations. The Operations Specialist also supports operations leadership by assisting in oversight of daily tasks, training staff, developing procedures, and serving as backup to the Operations Manager.

• Processes a variety of maintenance changes and related verifications.
• Assists with investigating and processing forgery claims and supports the review and routing of subpoenas and other legal documentation.
• Assists department with balancing issues, transaction inquiries, and account research.
• Assist staff with complicated customer service issues, unusual transactions, and difficult operational questions.
• Assists with overall wire processes.

• Assists with development and maintenance of Operations policies and procedures.
• Assist in training Operations staff in operational activities, ensuring consistency and accuracy across processes.

• Assists in oversight and monitors daily Operations workflows to ensure efficient and compliant processing.
• Remains current on regulatory requirements affecting MA Bank’s products and services, providing hands‑on training as needed for Operations staff.
• Serves as backup to the Operations Manager, assisting with workflow management and leadership tasks.

• Develops and maintains in‑depth knowledge of MA Bank products and services, as well as corresponding policies, procedures, and processes.
• Stays current on applicable regulations and compliance requirements.
• Completes required and voluntary training to maintain regulatory, procedural, and product knowledge.

• Represents MA Bank in community, civic, and reinvestment events to enhance the bank’s image and support business development.
• Complies with all bank operations, security, and internal control policies.
• Maintains a professional appearance and organized work area; ensures supplies are stocked and equipment issues are reported promptly.
• Protects customer confidentiality and remains vigilant regarding potential security threats.
• Contributes to team success by supporting colleagues and performing additional duties as needed.
• Performs other duties and responsibilities as assigned.

• High school diploma or equivalent required; additional banking or business education preferred.
• Prior banking operations or retail banking experience strongly preferred.
• Strong attention to detail, accuracy, and organizational skills.
• Strong problem‑solving skills, including the ability to analyze operational issues, evaluate options, and assist in resolving complex or unusual situations.
• Excellent communication and internal customer service abilities.
• Proficiency in bank software systems and Microsoft Office Suite.
• Ability to maintain confidentiality and follow compliance standards.

• Standard office environment with extended computer use.
• Occasional lifting of files or supplies (up to 25 lbs).
• Frequent interaction with branch staff and internal departments.