Operations Continuous Improvement - Technical Procedure Writer

Golden 1 Credit Union•Sacramento, CA

8d•Hybrid

About The Position

Golden 1 Credit Union is hiring a Technical Procedure Writer for its Operations Continuous Improvement department. The role transforms complex business processes and regulatory requirements into clear, actionable documentation that supports operational efficiency, compliance, and service quality across Operations, the Member Service Contact Center, Compliance, and Retail. The writer independently leads documentation projects from planning through completion, determines documentation structure and standards, researches and interviews process owners and staff, and develops or revises procedures for accuracy, clarity, consistency, and usability. The position also manages review processes and project status reporting, updates procedures in response to regulatory, audit, policy, process, or system changes, and coordinates the distribution and implementation of approved procedures. It requires collaboration with stakeholders at multiple levels, sound judgment, and ongoing knowledge of credit union policies, products, systems, software, and relevant laws and regulations.

Requirements

Bachelor’s degree in English, Communications, Technical Writing, or a related field.
At least 5 years of experience writing procedural documentation.

Nice To Haves

Procedural documentation experience in the financial services industry.

Responsibilities

Make strategic decisions about content sets, user experience, quality, and training.
Act as a subject matter expert in procedural writing and/or credit union and banking processes.
Determine documentation structure, standards, and content to support organizational objectives and regulatory compliance.
Influence operational efficiency, regulatory compliance, and service quality across Operations, the Member Service Contact Center, Compliance, and Retail.
Interpret complex regulatory requirements and translate them into actionable documentation.
Lead documentation projects from inception to completion, including developing project plans, setting priorities, and resolving complex issues.
Build and maintain relationships with subject matter experts, supervisors, managers, and senior leaders.
Develop, write, and revise procedures for clarity, conciseness, consistency, and accuracy.
Research and interview business process owners, managers, supervisors, and frontline staff to obtain background information.
Translate complex, non-standardized process information into understandable procedural content for multiple audiences.
Create and edit screenshots, process flow diagrams, and other visual aids as needed.
Submit draft documentation to peers and the writing manager for review or edits.
Manage review processes, communications, and project resources independently.
Track and update procedures in response to compliance and audit findings, regulatory changes, and internal process or policy updates.
Assess and incorporate system-wide changes that affect documentation.
Coordinate distribution of approved procedures to staff and respond to questions about their implementation.
Maintain complete and accurate project status reporting for assigned projects and deliverables.
Maintain knowledge of credit union policies and procedures, products and services, systems, and software as needed.
Maintain understanding of state and federal credit union compliance laws and regulations, including bank secrecy and anti-money laundering laws appropriate to the position.
Pursue ongoing professional development and participate in ad hoc project teams.
Perform other duties as assigned.