Mail Representative

Job Overview

Do you have a passion for detailed work with an analytical mindset? We are seeking a Mail Representative to oversee not only the returned mail process (contacting members and updating addresses) but work with postal and industry experts to create, document, and implement an industry leading address accuracy program. This individual will be responsible for address accuracy across systems and process returned mail making appropriate address changes. Additionally, this position will work with our data teams on file accuracy, mail house partners, departments sending large mailings to ensure proper pre-mailer address verification and become the internal USPS rules and regulations expert. This individual will track daily mail in excel, by type, return rate and other key performance indicators.

Responsibilities:

• Monitor and suggest procedure improvements to our returned mail processes to increase accuracy, efficiency, and member satisfaction.
• Partner data and retail departments to ensure ongoing validation of member address data.
• Partner with retail new account team to ensure address verification procedures during new account opening.
• Partner with the IT and Marketing departments to scrub mail lists prior to mailing to detect and eliminate potential returned mail.
• Coordinate address change process in our online platforms and periodic address confirmation in both online and voice automated systems.
• Ensure address changes are made consistent with USPS guidelines.
• Provide monthly reporting on key performance indicators associated with bulk mailing.
• Daily collection, organization and documentation of returned mail.
• Utilize various computer systems and programs to research available new mailing addresses.
• Perform direct member outreach as necessary to obtain new address information and/or confirm changes to member’s mailing address.
• Update systems with the validated new mailing address.
• Re-package and mail the various mail pieces utilizing the new addresses.
• Handle fluctuating volumes of work and prioritize tasks to meet returned mail deadlines to include some schedule variability.
• Complete reports on returned mail pieces by mailing, volume and error type including metrics on resolution.
• Serve as back up for outbound mail processing staff, as needed.
• Serve as back up for transporting mail and documents between offices in the local area, as needed (lifting 10 – 30 lbs.)
• Serve as back up for imaging and electronic documentation, as needed.
• Provide quality service to members, potential members and coworkers.
• Demonstrate teamwork and professionalism in all interactions with coworkers.
• Promote a professional image of the credit union at all times.
• Perform other duties as assigned.

Qualifications:

• High school diploma or equivalent required.
• Associates degree or equivalent experience preferred.
• Experience working with large mail centers on pre-screening bulk mailers and address verification is preferred.
• Familiarity with Excel.
• Self-motivated with the ability to work independently and within a team.
• Ability to effectively interact and communicate well with a variety of groups (members, employees, postal officials, consultants, etc.)
• Attention to detail, accuracy, and problem solving skills.
• Analytical mindset to create, document, and implement an industry leading address accuracy program across our organization.
• Excellent computer skills with the ability to navigate between multiple programs
• Ability to prioritize tasks to accommodate a fluctuating volume of