Operations Relationship Specialist II

Bellco Corporate Offices, 7600 E Orchard Rd, Greenwood Village, Colorado, United States of America

Posted Wednesday, February 12, 2025 at 9:00 AM

Final date to receive applications 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.

LOCATION: Corporate
DIVISION
: CMXO

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.

Reports to:

Operations Relationship Manager

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.

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.

• 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…