Operations Continuous Improvement - Operations Program Specialist - Member Servicing Comms

Golden 1 Credit Union • Sacramento, CA

8d • Hybrid

About The Position

The Operations Program Specialist - Member Servicing Comms manages member servicing communications, including statements, letters, notices, and related service documents. The role oversees vendor relationships for digital and print delivery, drafts and edits operational correspondence, supports communications inventory and review workflows, and performs quality assurance and validation. The specialist collaborates with internal business partners and vendors to ensure communications are accurate, compliant, timely, and aligned with Golden 1’s brand and service standards. The role also manages multiple projects and identifies opportunities to improve processes. Pre- and end-of-month statement validation may occasionally require evening, weekend, or holiday work.

Requirements

• Bachelor’s degree in a related field required; additional relevant work experience may be considered in lieu of a four-year degree.

Nice To Haves

• Three or more years of experience focused on print and digital vendor management, operational communications, or related areas preferred.

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 for clarity, consistency, brand alignment, and regulatory and compliance standards.
• Support business partners in maintaining the 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 SLA timelines.
• Conduct quality assurance 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.
• 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 relationships with internal departments to support effective communication and delivery.
• Identify and recommend process improvements through committee participation, collaboration with business owners and project teams, and proactive discovery.
• Perform other duties as assigned.

Benefits

• Market-competitive and internally equitable total rewards compensation package.
• Programs supporting well-being and work-life balance, career development and growth, rewards and recognition, and diversity, equity, and inclusion.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level