Operations Continuous Improvement - Operations Program Specialist - Member Communications

Golden 1 Credit Union•Sacramento, CA

19h

About The Position

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.

Requirements

Bachelor’s degree in a related field required. Additional relevant work experience may be considered in lieu of a 4-year degree.
3-5 years of experience preferred, with a focus on print and digital vendor management, operational communications, or related areas.
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.

Nice To Haves

Experience with content or document management tools preferred.
Financial services writing experience desired.

Responsibilities

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.