Operator - Statements Letters and Notices

TITLE: OPERATOR - STATEMENTS, LETTERS AND NOTICES
STATUS: EXEMPT
REPORTS TO: MGR - STATEMENTS, LETTERS AND NOTICES
DEPARTMENT: DEPOSIT ACCOUNT SERVICING
JOB CODE: 11738

PAY RANGE: $67,400.00 - $75,000.00 ANNUALLY

GENERAL DESCRIPTION:

Utilize strong writing and message development skills to craft simple, straightforward copy/messages for delivery to members of the credit union. Serves as a lead designer in the department primarily in the creation, development, coordination and execution of operational print and digital letters/notices and statements. This position must have and maintain a high-level of expertise in creating high-impact, multimedia graphics for online, social media and member-facing communications that are on brand for the credit union. May work directly with all levels of management and must be able to present and communicate efficiently the vision and purpose of all communications.

Participate in multiple document (statements, letters, notices) related projects simultaneously and provide updates and recommendations that include timelines and high-level project overviews, including how the change impacts the department/organization. Manage projects related to credit union print and digital copy production and mailing needs, forms, documentation, account statement messages, brochure maintenance and inventory of notices. This includes developing and maintaining a database to track all documentation as required for compliance purposes. Responsible for quality assurance and accuracy, ensuring that all online content meets the state and federal laws and regulations related to credit union compliance.

TASKS, DUTIES, FUNCTIONS:

1. Manage department vendors for all printing/document delivery production and mailing needs.  Work daily with multiple print shops and mail houses to meet project deadlines.  Needs to have the ability to troubleshoot and problem-solve vendor printing or delivery issues with minimal supervision.
2. Serves as a lead design administrator (print and digital) and brand expert for the department.
3. Expert resource for print and digital member correspondence creation and implementation for the credit union.
4. Assure quality control of all printed materials and fulfillment items from outside vendors.

Hold vendors responsible for producing marketing collateral that meets the high standards of the credit union while maintaining our brand standards.

5. Manage department vendors for all fulfillment needs. Administer all marketing fulfillment websites and coordinate timing and delivery with vendors. Responsible for form management and vendor maintenance throughout credit union.
6. Ensure all vendor invoices are audited with the necessary documents attached, paid timely, and accurately. Update and maintain department procedures and manuals.
7. Lead and manage project initiatives related to member statements, notices, forms, ATM receipts, envelopes, and other internal and member facing communications, including creation, printing and design. Control and monitor revisions for each job in order to avoid unnecessary reprints.
8. Maintain a thorough understanding of state and federal laws and regulations related to credit union’s

compliance for several business areas.

9. Coordinate and/or provide graphic design for all areas of operations.
10. Participate and administer, audit, and validate the member statement process. The Pre- EOM and EOM testing and validation of Marketing messages featured on all account statements. The process includes coordination with payment systems, our statement processing vendor, IT, and other employees to ensure member statement notices are input and targeted appropriately. Completing the

tasks may require evening, weekend, and possible holiday work/shifts during validation times.

11. Liaise between external vendors and internal departments to examine and solve issues and opportunities that arise daily.
12. Respond to branch and back-office inquiries regarding notices, forms, and other marketing fulfillment websites.
13. Seeks out process improvement opportunities identified through a variety of sources - including committees, business owners, project teams, and proactive discovery.
14. Create and maintain project schedules, monitor milestone completion, provide timely reporting of impacting issues, coordinating actions, resolving conflicts, documenting, prioritizing and tracking (changes, enhancements, etc.), and coordinating with the Change Control Board when impacted.
15. Perform other duties as requested.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1.  Effective oral and written communication skills required to ensure all print production related projects and materials for the Credit Union.

2.  Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1.  INTERNAL:  All levels of staff.

2.  EXTERNAL:  Various print vendors.

QUALIFICATIONS:

1.  EDUCATION: Bachelor’s degree in related field preferred. Additional work experience may be considered in lieu of a 4-year degree.

2.  EXPERIENCE: Five years’ experience with print/digital media. Leadership and/or project management experience working with a creative team or ad agency preferred.  Financial writing experience desired.

3.  KNOWLEDGE/SKILLS:

• Manage and coordinate competing priorities and tight deadlines.
• Organizational and good time management skills is mandatory.
• Ability to manage and work through ambiguity.
• Ability to write effectively for multiple audiences, within a set of brand guidelines, as well as possess a high level of proofreading competency and attention to detail.
• Proficient in Microsoft Office suite, InDesign, Photoshop, and Adobe Acrobat.

PHYSICAL REQUIREMENTS:

1.  Prolonged sitting throughout the workday with occasional mobility required.

2.  Corrected vision within the normal range.

3.  Hearing within normal range. A device to enhance hearing will be provided if needed.

4.  Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

LICENSES/CERTIFICATIONS:

None required. Project Management certifications a plus.

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE.   HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THATARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV. 10/01/2024