Operations Continuous Improvement - Operations Program Specialist - Member Communications

TITLE: OPERATIONS PROGRAM SPECIALIST - MEMBER COMMUNICATIONS
STATUS: EXEMPT
REPORT TO: MGR - STATEMENTS, LETTERS AND NOTICES
DEPARTMENT: OPERATIONS CONTINUOUS IMPROVEMENT
JOB CODE: 11738
PAY RANGE: $77,500.00 - $78,000.00 ANNUALLY

GENERAL DESCRIPTION:
The Operations Program Specialist – Member Communications is responsible for drafting, editing, and managing member correspondence across multiple channels, including letters, notices, forms, emails, and disclosures. This role supports business partners, maintains the online library correspondence inventory and ensures all correspondence content aligns with brand standards, regulatory requirements, and operational strategy.
The Specialist ensures that every communication is clear, accurate, and empathetic reflecting the credit union’s commitment to member trust and understanding. Maniacal focus on member experience and flawless execution is imperative, as this role manages formal review workflows, oversees the print and digital production vendor relationship, and participates in recurring monthly statement validation processes.
The ideal candidate is a self-starter who is proactive, detail-oriented, and experienced in drafting member correspondence. They are comfortable working with systems and data, skilled at managing competing priorities, and adept at building strong cross-functional relationships.
This is a high-visibility position responsible for content that is critical to the credit union’s image, integrity, and member trust, directly shaping how members experience and understand key communications.

TASKS, DUTIES, FUNCTIONS:
1. Manage vendor relationships for statement and letter distribution, including digital and print delivery. Troubleshoot and resolve vendor-related printing or delivery issues independently.
2. Draft and edit operational member correspondence, ensuring clarity, consistency, and alignment with brand, regulatory, and compliance standards.
3. Support business partners in maintaining their service communications inventory, including updates, tracking, and documentation.
4. 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.
5. Conduct quality assurance (QA) and validation of member statements, letters, and other servicing documents.
6. Coordinate with vendors for printing, mailing, and fulfillment of member communications.
7. Participate in pre- and end-of-month statement validation processes, which may occasionally require evening, weekend, or holiday work.
8. Maintain documentation and procedures related to communications inventory, statement validation, and vendor management.
9. Manage multiple projects simultaneously, including timelines, milestones, and stakeholder communications.
10. Build and maintain strong relationships with internal departments to support effective communication and delivery.
11. Identify and recommend process improvements through participation in committees, collaboration with business owners and project teams, and proactive discovery.
12. Perform other duties as assigned.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Manual dexterity and visual acuity sufficient to operate a computer and standard office equipment, including financial calculators, personal computers, telephones, and multifunction devices.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
1. INTERNAL: All levels of staff.

2. EXTERNAL: Various print vendors.

QUALIFICATIONS:
1. EDUCATION: Bachelor’s degree in a related field required. Additional relevant work experience may be considered in lieu of a 4-year degree.

2. EXPERIENCE: 3-5 years of experience preferred, with a focus on print and digital vendor management, operational communications, or related areas.

3. KNOWLEDGE/SKILLS:

• Exceptional writing, editing, and proofreading skills, with the ability to tailor content for multiple audiences and adhere to defined style guidelines.
• Strong attention to detail and commitment to quality.
• Proven ability to manage multiple priorities, deadlines, and projects in a fast-paced environment.
• Proficient in Microsoft Office Suite, Adobe Acrobat, InDesign, and Photoshop.
• Comfortable working with data and systems.
• Familiarity with compliance requirements for financial communications.
• Strong interpersonal and relationship-building skills.
• Ability to manage multiple priorities and deadlines.
• Experience with content or document management tools preferred.
• Financial services writing experience desired.

PHYSICAL REQUIREMENTS:
1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

LICENSES/CERTIFICATIONS:
None required.

THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME.

REV. 10/24/2025