Operations Reporting & QA Specialist

Bellco Credit Union•Greenwood Village, CO

3d•$28 - $32

About The Position

The Operations Reporting & QA Specialist monitors, analyzes, and compiles data for Bellco Credit Union’s Operations department, including Payment Systems, Reconciliations, Card Services, Special Accounts, and Operations Support. The role monitors and audits department functions, identifies errors, trends, and opportunities to improve performance, and helps ensure high-quality work and compliance with applicable standards. The specialist creates and maintains statistical and metrics reports, including daily, weekly, monthly, and ad hoc reporting for management and executives. Responsibilities also include conducting quality assurance reviews, presenting QA results, supporting employee coaching with management, contributing to process and system improvements, assisting with audits and exams, maintaining business process documentation, and managing user and authority matrices for department systems. The position reports to the Senior Manager of Payment Support and has no supervisory or managerial responsibility.

Requirements

Bachelor’s degree in a related field or equivalent experience preferred.
At least 2 years of experience in a reporting or quality assurance role.
Highly analytical, with the ability to think critically and strategically.
Self-motivated and self-directed, with the ability to work independently.
Highly organized with strong attention to detail.
Able to identify, interpret, and present data clearly and concisely to management.
Able to manage competing priorities in a dynamic environment and meet firm deadlines.
Strong verbal and written communication skills.
Strong PC skills in a Microsoft environment, including advanced Excel and Power BI skills.
Willingness to accept supervision and work well with others.

Nice To Haves

Experience in a credit union or financial institution environment.
Experience creating, compiling, and delivering procedures or statistical and metrics reports.
Experience conducting quality assurance monitoring of Operations tasks such as Payment Systems, Card Services, Special Accounts, or Reconciliation.

Responsibilities

Compile monthly management and executive reporting for Operations teams, including volumes, metrics, and service-level agreements, and develop interactive dashboards with filters, drill-downs, and customizable layouts.
Coordinate, prepare, produce, and present quality reports from multiple sources, including ad hoc reports.
Monitor process compliance, review documentation, and assess adherence to regulatory requirements, procedures, and relevant rules.
Review wires for appropriate authorization, callbacks, and documentation.
Review RDC/ATM check approvals for timely completion and appropriate processing.
Review ACH exceptions, returns, DNEs, and disputes for timely completion and appropriate processing.
Review debit card disputes for timely completion, appropriate processing, and documentation.
Review decedent claims for timelines, required documents, and follow-up tracking to ensure prompt and correct processing.
Review IRA openings, transfers, and closings for timely completion, appropriate processing, and documentation.
Review inbound and outbound phone calls for member verification and quality assurance standards, and provide consistent feedback.
Report QA results, identify concerns and improvement opportunities, and work with management on employee coaching.
Recommend and implement measurable reporting enhancements to improve efficiency and accuracy.
Provide supporting documentation for examinations and audits as needed.
Assist management with documenting and maintaining business rules, workflows, and processes, including annual reviews.
Assist with credit union projects and initiatives, including system upgrades and enhancements, new products and services, and process changes and improvements.
Maintain department user and authority matrices for systems, documenting user roles, system access, permitted actions, and authority limits.
Meet scheduled work requirements, comply with organizational policies and training, support an inclusive and safe workplace, comply with regulatory requirements, and protect confidential records and personally identifiable information.