Bellco Credit Union
Consumer Processing Specialist II
Bellco Credit Union, Greenwood Village, Colorado, United States
Consumer Processing Specialist II
Location: Corporate
Division: CMXO
The Consumer Processing Specialist II collaborates with Consumer Processing staff to support consumer loan requests, ensuring a high level of service and accuracy. This role involves working closely with members, credit union staff, and internal team members. The Specialist is responsible for processing and funding activities and is considered a subject matter expert on both direct and indirect channels. They will assist in deescalating situations while maintaining exceptional service standards.
Organizational Relationships Reports to: Sr Manager of Consumer Operations
Qualifications / Requirements
Minimum 3 years in a customer/member service role
Proficiency with tracking, meeting deadlines, operational and compliance requirements
In depth knowledge of Consumer Lending originations or financial industry experience
Education: Associates degree in related field or equivalent experience preferred
Skills
Proficiency in Microsoft Office (Word, Excel, Outlook) is required
Ability to understand and execute tasks within Service Level Agreements (SLAs)
Strong problem‑solving skills with the ability to analyze data, interpret findings and present them to management clearly and concisely
Capacity to manage multiple demands and competing priorities in a dynamic, collaborative team environment
Effective time management skills, with the ability to prioritize workload based on department requirements and member needs while working in a dynamic, collaborative team environment
Ability to work independently while fostering a positive team environment
Comprehension skills to understand materials and follow instructions; effective communication skills, both verbal and written
Sound judgment and reasoning to resourcefully solve routine problems; organizational skills to handle multiple tasks and prioritize effectively while maintaining excellent member service
Ability to handle confidential and sensitive information with discretion
Essential Functions
Demonstrates Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments while holding staff accountable to standards.
Review and support all activities associated with direct and indirect Consumer Loan Processing, including day‑to‑day relationships, phone coverage, email support, setting and accomplishing priorities while maintaining a high level of productivity and quality standards.
Ensure compliance with regulatory and agency requirements including but not limited to SCRA, Fair Credit Legislation, and CFPB.
Ensure high level of accuracy and completion of activities associated with the processing of all consumer loan functions.
Assist in escalated member scenarios and utilize out of the box solutions to resolve and improve the overall experience.
Use expertise in consumer loan processing for both channels to recognize trends, opportunities for improvement and efficiencies; provide feedback as needed to management.
Track individual productivity and results to maintain and meet established team & department SLAs.
Respond to member inquiries and questions while providing excellent member service related to their requests via outbound and inbound calls and email.
Report on vendor performance and service standards to management team as necessary.
Maintain regular and punctual attendance.
Working Conditions Office environment.
Benefits 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.
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Division: CMXO
The Consumer Processing Specialist II collaborates with Consumer Processing staff to support consumer loan requests, ensuring a high level of service and accuracy. This role involves working closely with members, credit union staff, and internal team members. The Specialist is responsible for processing and funding activities and is considered a subject matter expert on both direct and indirect channels. They will assist in deescalating situations while maintaining exceptional service standards.
Organizational Relationships Reports to: Sr Manager of Consumer Operations
Qualifications / Requirements
Minimum 3 years in a customer/member service role
Proficiency with tracking, meeting deadlines, operational and compliance requirements
In depth knowledge of Consumer Lending originations or financial industry experience
Education: Associates degree in related field or equivalent experience preferred
Skills
Proficiency in Microsoft Office (Word, Excel, Outlook) is required
Ability to understand and execute tasks within Service Level Agreements (SLAs)
Strong problem‑solving skills with the ability to analyze data, interpret findings and present them to management clearly and concisely
Capacity to manage multiple demands and competing priorities in a dynamic, collaborative team environment
Effective time management skills, with the ability to prioritize workload based on department requirements and member needs while working in a dynamic, collaborative team environment
Ability to work independently while fostering a positive team environment
Comprehension skills to understand materials and follow instructions; effective communication skills, both verbal and written
Sound judgment and reasoning to resourcefully solve routine problems; organizational skills to handle multiple tasks and prioritize effectively while maintaining excellent member service
Ability to handle confidential and sensitive information with discretion
Essential Functions
Demonstrates Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments while holding staff accountable to standards.
Review and support all activities associated with direct and indirect Consumer Loan Processing, including day‑to‑day relationships, phone coverage, email support, setting and accomplishing priorities while maintaining a high level of productivity and quality standards.
Ensure compliance with regulatory and agency requirements including but not limited to SCRA, Fair Credit Legislation, and CFPB.
Ensure high level of accuracy and completion of activities associated with the processing of all consumer loan functions.
Assist in escalated member scenarios and utilize out of the box solutions to resolve and improve the overall experience.
Use expertise in consumer loan processing for both channels to recognize trends, opportunities for improvement and efficiencies; provide feedback as needed to management.
Track individual productivity and results to maintain and meet established team & department SLAs.
Respond to member inquiries and questions while providing excellent member service related to their requests via outbound and inbound calls and email.
Report on vendor performance and service standards to management team as necessary.
Maintain regular and punctual attendance.
Working Conditions Office environment.
Benefits 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.
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