Operations Reporting & QA Specialist

Thank you for your interest in Bellco Credit Union! We’re a local not-for-profit organization that has been giving back to our members, the communities we serve, and of course, our employees since 1936. Offering one of the best employee benefits packages around, Bellco is a leader in fostering, developing, and engaging staff to become expert financial-service ambassadors. You’re a part of something more at Bellco—a place you can be proud of.

Function Description: The Operations Reporting & QA Specialist will be responsible for monitoring, analyzing and compiling data for Bellco’s Operations department, including Payment Systems, Reconciliations, Card Services, Special Accounts and Operations Support. Required to monitor and audit department functions and identify errors, trends and areas of opportunity to optimize department performance and ensure the credit union maintains the highest-level quality and standards. Create and maintain statistical and metrics reports and provide daily, weekly, monthly and ad-hoc reporting as needed for management and executives. Responsible for participating in or leading department projects for process and system improvements as needed.

Reports to: Senior Manager of Payment Support

Supervisory or Managerial Responsibility: None              

Contacts: Bellco and CUSO Employees including senior and executive management, auditors, examiners, vendors, service providers and other credit union partners as required.

Minimum Qualifications

Education:

Bachelor’s degree in related field, or equivalent experience preferred

Work Experience:

2+ years’ experience in reporting or quality assurance role, preferably in a credit union or financial institution environment.

Preferred experience in creation, compilation and delivery of procedures, statistical or metrics reporting and/or quality assurance monitoring of Operations related tasks such as Payment Systems, Card Services, Special Accounts, Reconciliation, etc.

Special Training, Certification or Licensure

None

Work Environment and Conditions:

Office Environment.

Essential Responsibilities:

• Used advanced analytics to compile monthly management and executive reporting for all Operations teams, including 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 as needed.
• Perform process compliance monitoring, documentation review, and regulatory adherence. Integrate QA into daily operations and monitor for adherence to procedures and relevant rules and regulations, including:
  • Review wires to confirm proper authorization, callback and documentation
  • Review RDC/ATM check approvals to confirm timely completion and appropriate processing
  • Review ACH exceptions, returns, DNE’s and disputes to confirm timely completion and appropriate processing
  • Review debit card disputes for timely completion, appropriate processing and documentation
  • Review decedent claims for clear timelines, required documents, and follow‑up tracking to ensure decedent claims are completed promptly and processed correctly
  • Review IRA openings, transfers and closings to ensure timely completion, appropriate processing and documentation
  • Review inbound and outbound phone calls to confirm member verification and quality assurance standards applying consistent feedback
• Provide comprehensive reporting of all QA results and identify areas of concern and opportunity. Work with management for employee coach back.
• Recommend and implement specific, measurable, achievable, and relevant enhancements to reporting for greater efficiency and accuracy.
• Assist in providing necessary supporting documentation for exams and audits as required.
• Assist department management with internal initiatives to document and maintain business rules, workflows, and processes and review annually.
• Assist as needed with credit union projects and initiatives including system upgrades and enhancements, new products or services, process changes and improvements.
• Maintain department user and authority matrices for all systems utilized. Create and update structured tables that map each user, role, or department to the systems they can access, the actions they can perform, and the authority limits they hold, ensuring security, compliance, and operational efficiency

Skills:

• 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 to management in a clear and concise manner
• Handle 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 Microsoft environment including advanced Excel and PowerBI skills

Core Responsibilities:

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Comply with all organizational policies, the Employee Handbook, Code of Conduct, and required annual training.
• Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
• Adheres to safe working practices and always follows all organizational safety policies and procedures.
• Demonstrates compliance with all state, federal and all other regulatory agency requirements.
• Ensure strict confidentiality of all records and PII.

Core Values:

BE ETHICAL AND DEMONSTRATE INTEGRITY: Treat others with respect, dignity and” tough love.” It’s about character and influence, not about a title. Be honest and direct. Challenge ourselves and each other to reach our full potential.

BE ACCOUNTABLE: Lead by example. You are the reflection of how you show up. Set realistic expectations. Make good business decisions. Meet commitments. Learn from mistakes.

EMBRACE CHANGE: Develop the individual, improve the team, grow the institution. Encourage and reward creative solutions. Ask impactful organizational questions. Identify the problem to be solved and the desired outcome. Engage others. Believe in what’s possible.

APPRECIATE THE MEMBER: Achieve and retain trusted, valued relationships with members. Listen and identify needs. Prioritize the member experience. Maintain a high level of member satisfaction. Serve the member with pride.

ACHIEVE SUCCESS TOGETHER: Strive for Flawless Execution. Not for the sake of numbers, but for a sense of pride in a job well done. Success favors the prepared. Consistently plan, coach and grow to master our roles. Celebrate our success.

Act Nice Behaviors:

Accept mutual accountability when things go wrong

Acknowledge others’ efforts and thank them

Avoid jumping to conclusions

Be honest, direct, and civil with no hidden agendas

Communicate with others face to face whenever possible

Empathize with others by putting yourself in their shoes

Establish and build relationships into trusted partnerships

Forget the past and avoid holding grudges

Hear individuals out by actively listening to them

Protect and build up each other’s self-esteem

Recognize and reinforce others’ positive actions

Respect each other’s priorities and personal space

Bellco Credit Union provides a comprehensive benefits package to all regular, full time and part time employees, including: Medical, Dental, Vision, 401 (k) with company match, Supplemental Life Insurance, Paid Vacation, Paid Sick Days, and Paid Holidays.
 
In addition to base compensation, Bellco Credit Union offers bonuses for the following roles:
Non-exempt branch roles may earn monthly bonuses for meeting production goals and quarterly bonuses for meeting team goals. 
Exempt branch roles may earn quarterly bonuses for production and team goals. 
Exempt non-branch management roles may be eligible for an annual managerial bonus. 
Non-branch non-management roles may be eligible for on-the-spot bonuses for extraordinary performance.