Responsibilities

• 1) Writes marketing and promotional copy that supports the credit union brand, products, services, and initiatives across multiple channels and campaign outlets, including but not limited to print and digital ads, flyers, emails, direct mail, member and brand story scripting for video and audio, website and social media content, and SEM ads. (25%)
• 2) Collaborates with designers, creative, digital teams, and others to concept and develop cohesive campaign messaging and hierarchy, ensuring copy and creative work together effectively across channels. (25%)
• 3) Writes and reviews member-facing communications regarding credit union accounts, products, services, systems, etc. Communications include but are not limited to letters, emails, website copy, statement messages, alerts, and FAQs. Ensures messaging a.) reflects the credit union brand, b.) is written in a member-first voice with a member-focused approach as applicable, c.) is transparent, personal and approachable and d.) is written with simplicity and clarity, including taking complex regulatory and/or operational information and making it understandable for everyday readers when needed. (15%)
• 4) Writes member ‑ facing communications specifically related to change ‑ management activities (e.g., changes to products, services, systems, processes, or account access). Ensures these communications are accurate, compliant, member ‑ first, and written with clarity and simplicity, especially when translating complex operational or regulatory information. (10%)
• 5) Writes partner-facing communications pertaining to select change management-related initiatives, marketing campaigns and initiatives, and other communications being sent to members. The purpose of these communications is generally to inform, educate, and prepare partner-employees to have conversations with and answer questions from members. Communications include but are not limited to intranet posts, “huddle kits,” and talking points/FAQs. (10%)
• 6) Works closely with Marketing, business units, Compliance, Legal, Service Excellence, and training teams to ensure messaging is comprehensive, accurate, compliant, and adheres to all regulatory requirements. (5%)
• 7) Crafts communications that anticipate member and partner-employee questions and needs – delivering proactive, transparent, personable, approachable and empathetic messaging that builds trust. (5%)
• 8) Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. (5%)