Operations Reporting & QA Specialist

Bellco Credit Union•Greenwood Village, CO

About The Position

The Operations Reporting & QA Specialist monitors, analyzes, and compiles data for Bellco’s Operations department, including Payment Systems, Reconciliations, Card Services, Special Accounts, and Operations Support. The role monitors and audits department functions to identify errors, trends, and opportunities to improve performance and maintain high standards of quality. It creates and maintains statistical and metrics reports, delivering daily, weekly, monthly, and ad hoc reporting for management and executives, and participates in or leads projects focused on process and system improvements. The specialist uses advanced analytics to produce management and executive reporting, including operational volumes, metrics, and SLAs, and develops interactive dashboards. The role performs quality assurance monitoring and reviews operational activity for compliance with procedures and applicable rules and regulations. It reports QA results, identifies concerns and improvement opportunities, works with management on employee coaching, and supports examinations, audits, internal documentation, and credit union initiatives. This position reports to the Senior Manager of Payment Support and has no supervisory or managerial responsibility. Contacts include Bellco and CUSO employees, senior and executive management, auditors, examiners, vendors, service providers, and other credit union partners.

Requirements

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 excellent attention to detail.
Ability to identify, interpret, and present data clearly and concisely to management.
Ability to manage multiple demands and competing priorities in a dynamic environment.
Ability to maintain strict schedules and meet firm deadlines.
Strong verbal and written communication skills.
Outstanding PC skills in a Microsoft environment, including advanced Excel and Power BI skills.
Ability to comply with organizational policies and regulatory requirements and to maintain the confidentiality of records and PII.

Nice To Haves

Bachelor’s degree in a related field or equivalent experience.
Experience in a credit union or financial institution environment.
Experience creating, compiling, and delivering procedures or statistical and metrics reports.
Experience with quality assurance monitoring of Operations tasks, such as Payment Systems, Card Services, Special Accounts, or Reconciliation.

Responsibilities

Monitor, analyze, and compile data for Operations teams, including Payment Systems, Reconciliations, Card Services, Special Accounts, and Operations Support.
Monitor and audit department functions to identify errors, trends, and opportunities to improve performance and quality.
Create and maintain statistical and metrics reporting, including daily, weekly, monthly, and ad hoc reports for management and executives.
Use advanced analytics to compile monthly management and executive reporting covering operational volumes, metrics, and SLAs.
Adopt 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 regulatory adherence.
Review wires for proper 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 clear timelines, required documents, follow-up tracking, prompt completion, 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 comprehensively, identify concerns and 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 or services, and process changes and improvements.
Maintain department user and authority matrices for systems, documenting user, role, or department access, permitted actions, and authority limits.
Be available to work as scheduled, arrive on time, accept supervision, and work well with others.
Comply with organizational policies, the Employee Handbook, Code of Conduct, annual training, safety procedures, and applicable regulatory requirements.
Foster an inclusive workplace and maintain strict confidentiality of records and personally identifiable information.