Support Services Operations Team Member, Chelmsford, MA, Hybrid, Full-Time Position Available In Middlesex, Massachusetts

Support Services Operations Team Member, Chelmsford, MA, Hybrid, Full-Time Digital Federal Credit Union United States, Massachusetts, Chelmsford 297 Billerica Road (Show on map) Jun 24, 2025
Description Schedule Mon –

Fri:

8 AM – 5 PM (40 Hours)

What You’ll Do Summary/Objective:

The Support Services Operations Team Member will report to the Team Leader and will help support and implement objective and independent quality control reviews in assigned departments of Support Services. Team member will be knowledgeable with applicable rules and regulations and DCU’s controls and procedures. Will report findings in a cohesive manner and work with applicable department to resolve identified issues

Essential Functions:

Provide support to other Support Services departments as requested
Performs quality reviews within departments according to scope and reports findings to management
Ensure procedures are accurately documented and accessible for new and changed initiatives. Review processes/ procedures with departments as scheduled for continued accuracy.
Coordinate with the teams to facilitate the UAT testing of new enhancements and products and ensure testing adequacy. Ensure that testing activities are being conducted in accordance with the testing strategy and plan and timelines met
Helps to identify member impact trends and recommend improvements to management
Regularly updates knowledge on regulatory, operational and risk processes and changes
Works with departments on audits and risk assessment requests and findings for internal/external examiners
Ensures that the development and QA processes defined by the organization are followed in assigned divisions
Creates and maintains documents pertaining to QA results; outlines findings with sufficient detail and accuracy
Understands and supports DCU’s Success Sharing program by achieving or exceeding all assigned goals, analyzing work processes, and contributing suggestions on alternative methods to improve member service efficiencies and the member experience
Adheres to DCU’s policies and procedures as well as applicable Federal Regulations
Assists in the reporting and validation of KRIs submitted to management
Helps departments create or revise procedures
Reviews evidence in conjunction with responding to and closing out audit requests/findings to ensure proper documentation is obtained
Performs quality control reviews to ensure appropriate access of Support Services employees
Working with department managers, complete periodic review of applications administered by Support Services to ascertain access is necessary and aligns with the current role
Recommends new and improvements to processes and procedures
Perform other job-related duties as assigned
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What You’ll Need Education and Experience Requirements:

Minimum of two years’ work experience, financial institution preferred

Additional Eligibility Requirements:

Excellent PC Skills required, including MS Word and Excel
Obtaining information, understanding it and identifying problems
Ability to effectively handle multiple priorities What We Do DCU is the largest credit union headquartered in England – serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares. DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address. DCU is not currently offering Visa transfer/ sponsorship for this position. #INDLW Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.