Operations Program Specialist - Member Servicing Comms

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

11738

Grade:

21S

Status:

Exempt

POSITION AND PURPOSE

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.

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.

THE WORK

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Manage vendor relationships for statement and letter distribution, including digital and print delivery. Troubleshoot and resolve vendor-related printing or delivery issues independently.

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Draft and edit operational member correspondence, ensuring clarity, consistency, and alignment with brand, regulatory, and compliance standards.

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Support business partners in maintaining their service communications inventory, including updates, tracking, and documentation.

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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.

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Conduct quality assurance (QA) and validation of member statements, letters, and other servicing documents.

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Coordinate with vendors for printing, mailing, and fulfillment of member communications.

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Participate in pre- and end-of-month statement validation processes, which may occasionally require evening, weekend, or holiday work.

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Maintain documentation and procedures related to communications inventory, statement validation, and vendor management.

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Manage multiple projects simultaneously, including timelines, milestones, and stakeholder communications.

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Build and maintain strong relationships with internal departments to support effective communication and delivery.

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Identify and recommend process improvements through participation in committees, collaboration with business owners and project teams, and proactive discovery.

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Perform other duties as assigned.

QUALIFICATIONS

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Bachelor’s Degree in a related field required

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Additional relevant work experience may be considered in lieu of a 4-year degree

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3+ years of experience with a focus on print and digital vendor management, operational communications, or related areas preferred

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Exceptional writing, editing, and proofreading skills, with the ability to tailor content for multiple audiences and adhere to defined style guidelines.

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Strong attention to detail and commitment to quality.

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Proven ability to manage multiple priorities, deadlines, and projects in a fast-paced environment.

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Proficient in Microsoft Office Suite, Adobe Acrobat, InDesign, and Photoshop.

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Comfortable working with data and systems.

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Familiarity with compliance requirements for financial communications.

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Strong interpersonal and relationship-building skills.

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Ability to manage multiple priorities and deadlines.

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Experience with content or document management tools preferred.

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Financial services writing experience desired.

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None required

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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Collaborates Across Teams - Works well within the team Solves Problems Proactively

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Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

All levels of staff.

EXTERNAL:

Various print vendors.

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

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.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.