Operations Continuous Improvement - Operations Program Specialist - Member Servicing Comms

Golden-1-Credit-Union; Manlove (CA); On-site; USD 78,000 - 79,000; Full time

Job summary

Golden 1 Credit Union is seeking an Operations Program Specialist focused on member servicing communications. You will manage vendor relationships for statement distribution, both digital and print, and ensure all communications are accurate, compliant, and impactful.

You will draft and edit operational correspondence, support inventory and tracking, and coordinate with Compliance, Legal, and business owners to meet SLA timelines. Evening/weekend duties may be required.

Qualifications

• Bachelor’s Degree required.
• 3+ years in print and digital vendor management or operational communications.
• Experience managing complex communications programs preferred.

Responsibilities

• Manage vendor relationships for statement and letter distribution, including digital and print delivery.
• Draft and edit operational member correspondence with clarity and compliance.
• Support partners in maintaining communications inventory, tracking, and documentation.
• Coordinate formal review workflows with Compliance, Legal, and stakeholders to meet SLAs.
• Perform QA and validation of member statements, letters, and servicing documents.
• Coordinate printing, mailing, and fulfillment with vendors.
• Participate in month-end statement validation, possibly requiring evening/weekend work.
• Maintain documentation and procedures for communications inventory and vendor management.
• Manage multiple projects with timelines, milestones, and stakeholder communications.
• Build relationships with internal departments to support delivery of communications.

Skills

Vendor management

Operational communications

Writing & editing

Education

Bachelor’s Degree in a related field

Job description

Job Title: 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.

QUALIFICATIONS 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.

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.