Letter Administration Specialist

SWBC is seeking a talented individual who will develop high quality, customer-facing letter content produced through quality control procedures for the Electronic Cash Management, Collateral Protection Insurance, and Mortgage accounts. This role partners with internal teams to onboard clients, maintain and enhance existing client’s letter content, and complete audits on content while ensuring compliance with federal, state, and client requirements. This role fulfills overnight/on-call duties performing troubleshooting and problem resolution for printing or server errors. The employee will work with the Lead Analyst and Letter Team Supervisor to analyze processes to identify gaps in control, ways to increase accuracy and efficiency or automate, and document the processes.  Assists in training team members.

Why you'll love this role:

If you enjoy creating efficient processes and analyzing existing ones for improvement, this role will be a great fit. It’s ideal for someone who thinks logically through problems and solutions, and who is eager to learn or apply semi-technical skills like Excel VBA. You’ll thrive in this position if you enjoy writing Excel formulas and have a keen eye for detail.  This position offers the opportunity to work both independently and in collaboration across multiple departments.

Essential duties include the following:

• Performs review on account screens for Quality Control letters and AS400 prior to obtaining client approval.
• Creates, maintains and performs internal quality audits on spelling, grammar, content, formatting, keywords, and regulations. Publishes customer-facing content within Paris XL Print software and constructs Coverage Definitions for Letters. Manages content letter versions strategically and across client base by account set-up post-production.
• Trains team members on various processes and programs to include Procedure Development and Maintenance.
• Reviews and analyzes Letter Requests in Salesforce from Account Managers and Implementation Managers.  Reviews submissions for accuracy, required documentation for annual audit, corresponds with requestors to clarify client requests, and approves or denies requests based upon criteria submitted. Transfers letters into production after client approval is obtained.
• Monitors department inbox for time sensitive correspondence and daily reports for exceptions and errors.  Researches origination of errors and works with team members and other departments to resolve the errors.  Gathers and provides documentation for the annual SOC1 audit.        

• Collaborates with internal teams for content planning and letter testing.  Analyzes processes to identify gaps in control, increase accuracy and efficiency or automate, and documents the processes.

• Fulfills overnight/on-call duties performing troubleshooting and problem resolution for Microsoft Excel macros, printing and server errors.

• Completes daily manual tasks to include requests from internal departments, folder and server cleanup, and post-production letter reviews to drive qualitative execution. 

• Performs all other duties as assigned.

Serious candidates will possess the minimum qualifications:

• High School Diploma or GED.
• Minimum of two (2) years of industry related software experience required. Experience with content or technical writing a plus.
• Excellent listening and problem resolution skills.
• Strong interpersonal skills.
• Strong verbal and written communication skills.
• Excellent organizational skills with attention to detail.
• Strong data validation skills.
• Strong analytical skills.
• Able to sit for long periods of time performing sedentary activities.
• Able to stand, stoop, and kneel to file for long periods of time.
• Able to push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.

SWBC offers*:  

• Competitive overall compensation package
• Work/Life balance 
• Employee engagement activities and recognition awards 
• Years of Service awards
• Career enhancement and growth opportunities 
• Leadership Academy and Mentor Program
• Continuing education and career certifications 
• Variety of healthcare coverage options
• Traditional and Roth 401(k) retirement plans 
• Lucrative Wellness Program

*Based upon employee eligibility 

Additional Information:

SWBC is a Substance-Free Workplace and requires pre-employment drug testing.

Please note, SWBC does not hire tobacco users as allowed by law.

To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button.