This position supports Via Benefits spending account (SA) clients and participants with a strong focus on client and participant facing communications and plays a key role in translating SA program information, process updates, and client needs into clear, compliant, and participant friendly content.
Participant‑Based Writing & Content Development (Core Focus)
- Drafts and edits benefits communications, including:
- Emails
- Mailers/letters
- Guides and instructional content
- Campaign‑related messaging
- Tailors content to client requirements, branding, tone, and delivery channels.
- Revises content based on client feedback, internal reviews, and operational updates.
- Ensures written communications accurately reflect:
- SA program rules
- Timing and processing requirements
- System or operational constraints
Client Services & Operational Support
- Supports SA client work tied to communications, including:
- Validating messaging against operational realities
- Coordinating with Communications to prepare content for delivery
- Ensuring readiness for participant outreach
- Partners with Client Success and Product teams to clarify requirements before content is finalized.
- Helps identify content gaps, inconsistencies, or risk areas in client materials.
Cross‑Functional Collaboration
- Works closely with:
- Via Benefits Communications on strategy, tone, and execution
- Product on program changes or enhancements that impact messaging
- Client Success Managers on client expectations and approvals
- Operations/Fulfillment to ensure communications align with actual processing
- Participates in recurring team meetings and check‑ins to align on priorities and upcoming client needs.
Quality, Accuracy and Process Adherence
- Maintains high attention to detail to reduce rework and client risk.
- Follows established templates, process steps, and documentation standards.
- Flags issues early when content, timing, or execution may be impacted.
- Supports continuous improvement by identifying opportunities to streamline or clarify communications.
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