Join Our Team as a Branch Support Specialist
Location: Lawrence, MA | Full-Time
Do you thrive in a fast-paced environment and take pride in getting the details right? Want to put your organizational skills to work in a rewarding career at BrightBridge? As a Branch Support Specialist, you play a vital behind-the-scenes role-serving as a trusted resource and primary help desk for our branch network. In this deadline-driven, detail-oriented environment, you'll provide quality control over account and file maintenance, research and resolve operational discrepancies, review account-opening exceptions and legal documentation, support fraud mitigation efforts, and monitor branch operational controls and reporting. If you're dependable, detail-focused, and excited about joining a thriving team, we want to hear from you!
Why You'll Love Working Here
- A collaborative team culture where your contributions matter
- Ongoing training and career development opportunities
- Competitive pay, benefits, and the chance to grow with a supportive organization
- The satisfaction of making a real difference in your community every day
What You'll Be Doing (Your Responsibilities)
- Provides centralized operational support to branch network staff.
- Serves as primary help desk for policy, procedure, and account questions.
- Research and resolves operational issues and discrepancies accurately and timely.
- Escalates complex or high-risk issues to management or appropriate departments.
- Maintains strong, professional, service-oriented relationships with branch employees.
- Reviews and quality-controls account and file maintenance for accuracy and compliance
- Ensures account changes are properly authorized, documented, and compliant.
- Identifies errors, trends, and training or process improvement opportunities.
- Reviews and approves account-opening exceptions within authority.
- Verifies legal and supporting documentation for account setup and maintenance.
- Partners with Compliance, Legal, and Risk on complex or sensitive issues
- Monitors branch activity for fraud indicators and operational risk concerns.
- Supports fraud prevention efforts and escalates suspicious activity appropriately.
- Research and resolve balancing issues and transaction discrepancies.
- Track recurring issues identifies root causes and trends.
- Monitors and reports operational control metrics and branch reporting accuracy.
- Identifies and recommends improvements to procedures, workflows, and controls.
- Communicates procedural updates and supports implementation of changes.
- Maintains confidentiality and professionalism with sensitive information.
- Builds trusted relationships while ensuring accuracy, compliance, and strong member support.
- Leads the See It, Own It, Solve It, Do It culture by analyzing and improving member service and staff experience.
- Champions the credit union's brand and culture with enthusiasm, spirit, and energy
- Perform additional duties as needed.
What We're Looking For (Your Qualifications)
- Minimum of high school diploma required, associate's degree preferred or equivalent experience.
- Minimum of two years' experience in a financial institution.
- Detail Oriented, with good organizational skills.
- Possess demonstrated effective written and verbal communication, interpersonal and customer service skills.
- Strong PC skills to include Microsoft Office.
Physical Demands, Equipment Used, and Work Environment
- Sitting at a desk for extended periods.Fine motor skills for continuous computer keyboarding and mouse use.
- High volume of phone and video calls requiring active listening and speaking.
- Regular attendance and office mobility required. Attendance at appropriate conferences, meetings, and other travel as needed are required.