Operations Relationship Specialist II

Application deadline is 5 days after the date the role was posted.

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.

Operations Relationship Specialist II

LOCATION : Corporate DIVISION : CMXO

FUNCTION DESCRIPTION :

The Operations Relationship Specialist II works as a bridge between our organization and the consortium, fostering relationships that promote adherence to established initiatives, SLAs, and positive member experience. They serve as subject matter expert for Bellco Credit Union providing oversite and resolving member escalations and / or procedural issues between members, frontline, collaborative and other parties as needed. This role requires direct oversight of and required research into regulatory complaints. Ability to analyze and facilitate complaint resolution and recommend process improvement is necessary. The Operations Relationship Specialist II has advanced knowledge of Consumer Lending, Collections, Contact Center, Card Services and Operations. Operations Relationship Specialist II leads projects between Bellco and the collaborative and will make informed decisions on behalf of the credit union and project team.

ORGANIZATIONAL RELATIONSHIPS :

Reports to : Operations Relationship Manager

Supervises : None

Contacts : Bellco & Collaborative employees, auditors, vendors, suppliers, service providers, and other financial institutions including credit union partners, strategic partners, governmental agencies, and credit union executive staff.

QUALIFICATIONS / REQUIREMENTS :

Experience : 3 years' financial services experience to include lending and operations experience

Education : Bachelor's degree in related field or equivalent experience

Skills : Must possess strong verbal and written communication, organization, presentation and interpersonal skills. Detail oriented, flexible and works well within a fast-paced team environment.

Demonstrates strong analytical / problem solving and time-management skills.

Strong PC skills including Microsoft Word, and Excel.

Must demonstrate good judgment.

Demonstrate capacity to connect information and execute resolution from disparate sources.

Intricate knowledge of operations, consumer lending, contact center, and collection processes. This includes wires, ACH's, credit / debit card processes, deposit products, lending and titles processes, and credit bureau reporting.

Fully developed ability to identify, interpret data and use good judgment.

ESSENTIAL FUNCTIONS :

• Demonstrates Bellco's Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments.
• Point of contact between Bellco and various collaborative departments and ensure data driven decisions and unintended consequences applied to resolve issues and escalations.
• Use system and process knowledge of Operations, Lending, Default Management, and Card Services to interpret questions, determine the best course of action and provide direction to Collaborative to ensure that Bellco's standard of service is upheld.
• Collaborate with the consortium partners to gain consensus as to changes, facilitate ongoing process enhancements, and follow-through to ensure approved changes are implemented, documented and communication protocols have been adhered to.
• Lead department projects and act as a subject matter expert as the Bellco representative on collaborative teams. Make informed decisions on behalf of the credit union while working collaboratively with credit union consortium partners.
• Responsible for the oversight of the complaint process involving regulatory agencies including DORA, BBB, and direct member complaints involving Consumer Lending, Collections, Operations, and Contact Center. Required to perform a full investigation, communicate findings effectively, identify gaps in processes or procedures. Facilitate the implementation of identified improvements.
• Oversee the IRA, deceased, cards, abandoned property, titles, collections processes at Service Center for regulatory adherence and alignment with Bellco's guidelines.
• Active involvement in decision-making meetings and in the implementation of changes, enhancements, and upgrades etc. that impact Bellco Operations, and conversely would impact the Collaborative.
• Monitor and manage all inter departmental email boxes for coaching, escalations, assistance, and ensure final resolution.
• Oversee and manage the incident report process for Service Center to ensure incidents adversely impacting the CU or member, is correctly documented and ensure process improvements are implemented and adhered to.
• Identify, monitor and analyze current and historical data and trends regarding CUSO transactions for quality assurance and provide analysis to Management for Consumer Lending and Deposit portfolio.
• Provide support to Operations Relationship Specialists team, including cleanup and testing efforts for lending, operations, and cards.
• Advanced knowledge of Bellco products and processes to educate members and frontline staff in all areas of services, products, and procedures, with emphasis on IRAs, certificates of deposit, decedent accounts, trust accounts, conservatorships, and special needs accounts.
• Create, maintain, and update departmental procedures, and perform an annual review with team for improvement opportunities.
• Support frontline during branch hours as needed to include Saturdays.
• Required to work after hours to test system upgrades or system issues that require Operations awareness and decision making.

Management retains the discretion to add to or change the duties of the position as business need dictates.

WORKING CONDITIONS : Office environment

Mobility throughout department

Bellco Credit Union provides a comprehensive benefits package to 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.