Back Office Contact Processing - Operations Manager

Description

Position Summary

Summary of Essential Job Functions 

• Guide communications team’s approach to writing through appropriate voice and persona. Write new correspondence and edit existing letters as needed
• Maintain knowledge of effective methods for communicating with a customer audience while ensuring brand adherence and service guidelines are upheld
• Submit correspondence for review and manage the approval process  
• Maintain Compliance approval library that consists of documented approvals of each record 
• Manage letter intake process for all lines of business, ensure accurate and sufficient information is obtained during the intake process 
• Maintain correspondence naming convention across all communication platforms 
• Participate in release planning, product launches, and organizational readiness meetings for project letters
• Facilitate weekly vendor meetings and coordinate open items between the bank and letter vendor 
• Coordinate with IT, UAT testing and print vendor to complete new letter builds  
• Execute mailings for AdHoc letters when applicable, coordinate mailing with print vendor, IT, UAT and other lines of business
• Collaborate with key stakeholders from across the bank to identify gaps and inconsistencies; develop, recommend, and implement correspondence improvements   
• Monitor existing letters to ensure accuracy and adherence to evolving brand standards and procedures
• Collaborate with data team to create letter reporting. Review daily letter reports and analyze letter volumes, report any findings
• Reconcile monthly invoicing and EOM estimates
• Responsible to research and provide audit responses pertaining to letters and platform findings. Conduct routine audits of internal systems for letter trigger malfunctions
• Coordinate bi-weekly Assentis content release within IT maintenance window
• Execute communication roadmap with a detailed understanding of company objectives, project’s initiatives, value, and priorities
• Serve as the escalation point for all issues with Customer Communications
• Troubleshoot daily letter file delays when applicable, act as liaison between NOC and print vendor to ensure timely processing of daily letter file 
• Drive letter project performance to make sure all interactions are meeting targeted expectations.
• Manage 2-4 exempt FTE

Position Requirements  

• BA or BS in a related field, or equivalent work experience
• 3+ years’ experience writing for a customer audience
• Strong technical and analytical aptitude required
• Excellent interpersonal and relationship-building skills
• Excellent written and oral communication skills
• A track record of conceiving and delivering innovative solutions that support the customer experience.
• Project management experience
• Strong business judgment
• Expert skills in Microsoft Office, Excel & Jira 

Preferred: 

• Financial Services and/or Credit Card Industry experience
• Knowledge and understanding of compliance controls and risk management
• Experience developing integrated communications strategies and plans that align with business objectives 
• Experience in crisis communications and issues management, particularly for a large, consumer-oriented organization