Operations Continuous Improvement - Operations Program Specialist - Member Servicing Comms

Job Title:Operations Program Specialist - Member Servicing Comms
Status: Exempt
Reports to: Manager - Statements Letters and Notices
Department: Operations Continuous Improvement
Job Code: 11738
Pay Range: $77,500.00 - $78,000.00 Annually
Location:

WHO WE ARE:
Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE:
You are a strategic communications specialist who combines exceptional writing skills, attention to detail, and operational expertise to ensure every member communication is accurate, compliant, and impactful. You thrive on managing complex correspondence programs, collaborating across departments, and delivering communications that build trust, understanding, and confidence in the Golden 1 experience.

WHAT YOU'LL DO:

• Manage vendor relationships for statement and letter distribution, including digital and print delivery. Troubleshoot and resolve vendor-related printing or delivery issues independently.
• Draft and edit operational member correspondence, ensuring clarity, consistency, and alignment with brand, regulatory, and compliance standards.
• Support business partners in maintaining their service communications inventory, including updates, tracking, and documentation.
• Facilitate formal review workflows for communications and service documents, coordinating with business owners, Compliance, Legal, and other stakeholders to meet service level agreement (SLA) timelines.
• Conduct quality assurance (QA) and validation of member statements, letters, and other servicing documents.
• Coordinate with vendors for printing, mailing, and fulfillment of member communications.
• Participate in pre- and end-of-month statement validation processes, which may occasionally require evening, weekend, or holiday work.
• Maintain documentation and procedures related to communications inventory, statement validation, and vendor management.
• Manage multiple projects simultaneously, including timelines, milestones, and stakeholder communications.
• Build and maintain strong relationships with internal departments to support effective communication and delivery.
• Identify and recommend process improvements through participation in committees, collaboration with business owners and project teams, and proactive discovery.
• Perform other duties as assigned.

QUALIFICIATIONS AND PREFERENCES:

• Bachelor’s Degree in a related field required
• Additional relevant work experience may be considered in lieu of a 4-year degree
• 3+ years of experience with a focus on print and digital vendor management, operational communications, or related areas preferred

WHY JOIN US:
Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx?EntityID=2&id=2350

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:
The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.