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North Shore Bank Deposit Operations Specialist II - Hybrid Option (Peabody, MA) in Peabody, Massachusetts


Deposit Operations Specialist II handles sophisticated functions that have reputation, regulatory and monitory risk. The functions are time sensitive and must be completed within defined timeframes. Individuals are expected to be independent thinkers who can solve routine problems with little to no supervisory input. Escalation is required for problems that could have broad customer or regulatory impact. Monitory risk-related problems, where there could be a loss to the Bank should be escalated immediately. Contact with customers and co-workers are a routine part of the position. The individual holding this position is expected to become a subject matter expert, and therefore a resource for all departments, bank wide. Individuals holding this position are expected to be professional, courteous, and helpful.


Primary Duties:

  • Perform any functions, within scope of authority and expertise to provide the highest level of service to customers, while performing all duties in accordance with prescribed regulatory compliance, guidelines and Bank policies and procedures

  • Perform daily debit card dispute processes for both fraud and non-fraud disputes

  • Responsible for understanding Regulation E, Mastercard regulations, and the management of the dispute program

  • Daily review of the Bank’s electronic imaging system to identify any new dispute requests

  • Provide provisional credit to the cardholder within the established regulatory period

  • Submit a dispute case within Fiserv Dispute Expert with all required information and documentation

  • Speak to customers and merchants involved in the dispute, as needed, to aid in the investigation

  • Mail letters and notifications for all disputes within the established regulatory period

  • Provide additional follow-up as needed to support each dispute case

  • Upon completion of the case, notify the cardholder of the final fraud resolution and reverse any provisional credit if needed

  • Maintain proper records for audits and answering inquiries from both customers and staff

  • Escalates large dollar amount disputes to the Fraud Reporting Team

  • Assign Fiserv eNfact cases (debit card alerts) to branch personnel for customer follow-up

  • Review a series of daily reports to assist with GL balancing, and to look for any potential fraud or brute-force attacks

  • Keep all policies and procedures up to date

  • Respond to an Auditors request for documentation in a timely and efficient manner

  • Keep abreast of regulatory compliance activity and developments

  • Recommend any procedural changes as needed to support regulatory changes

  • Serves as a resource for all debit card related inquiries

Secondary Duties:

  • Provide support for various Deposit Operations functions as needed


REQUIREMENTS (Knowledge, Skills, Abilities, and Education and/or Experience):


  • Prior banking or deposit operations experience preferred.

  • Must be detail-oriented and demonstrate strong organizational and communication skills.

  • Able to use various types of office equipment and be PC proficient in Microsoft Office Suite.

  • Provide prompt, clear, concise information to others in verbal, written, electronic and other communication formats.

  • Effectively apply creative problem-solving ideas to address business needs and issues.

  • Make sound decisions based on evaluation of available information.

  • A self-motivator with strong time management skills who can work independently.

NSB offers competitive benefits packages, which include the following:

  • Hybrid work options

  • Medical and dental insurance through Blue Cross, available on day 1 – no waiting period!

  • Vision insurance through VSP

  • FSA/DCA/HSA accounts

  • Fitness, Weight Watchers, and mindfulness reimbursements, and other subscriber-exclusive programs

  • Hospital Indemnity Insurance through The Hartford

  • Short and Long Term Disability

  • Paid Family Medical Leave

  • 401K Defined Contributions

  • Bank-paid Identity Theft and Credit Protection, including social media monitoring

  • Bank-paid life Insurance and ADD

  • Voluntary life and ADD

  • Supplemental insurance for accident, cancer, dental, and life through Aflac

  • Bank-paid business travel insurance

  • Paid Time Off

  • Tuition Assistance

  • Employee Assistance Program

  • Pet insurance through Nationwide

  • Employee Referral Bonus

  • Banking discounts

  • Service recognition program

  • Jeans Day

  • Employee perks and discounts at The Y, Working Advantage, and more…

North Shore Bank is an EOE. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Please note that while this position does allow for a hybrid work option, employees are expected to be in-office at our Peabody Square location at least three days per week. Remote work requires regular business hours. Additional circumstances apply.