Operations Continuous Improvement - Operations Program Specialist - Member Servicing Comms

Operations Program Specialist - Member Servicing

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.