Technical Writing (PSPs)

Early Warning® • Scottsdale, AZ

1d • $84,000 - $105,000 • Hybrid

About The Position

The CS Technical/Procedure Writer is a subject matter expert on our products and services responsible for writing clear and concise instructions for users and front-line call center agents. This role is responsible for identifying, researching, writing, validating, and obtaining approvals to publish procedures, work instructions, and online FAQ’s in support of Zelle® and our FCRA consumers. Working with the respective document owners to reconfigure documents and ensure procedures and knowledge articles are submitted timely.

Requirements

• Typically a minimum of five or more years of related policy and procedure management experience
• Prior experience in financial institution credit bureau reporting, deposits management and/or call center operations with a strong experience in consumer conversations.
• Excellent verbal and written communication skills with an emphasis on proficiency in written communications/documents.
• Strong attention to detail including ability to accurately edit written documentation.
• Demonstrated project management experience managing projects cross-functionally.
• Education and/or experience typically obtained through the completion of a bachelor’s degree.
• Background and drug screen.

Nice To Haves

• Salesforce, Lockpath or other procedural management systems preferred.
• Three to five years of related contact center experience preferred

Responsibilities

• Responsible for upgrading and rewriting procedures and online knowledge articles.
• Create new policies as needed to ensure compliance with applicable regulatory requirements.
• Works with business line managers to develop new or revisions of existing policies and procedures as new bank products or services are offered, new lines of business are initiated, or new regulatory requirements are published.
• Works with Technology, Product and Fraud Risk management to validate accuracy of knowledge articles and make revisions as necessary.
• Advocates for the Consumer Experience by listening to front line agent calls to identify any article gaps and write articles to improve the consumer experience. Periodically interviews front line agents for opportunities.
• Serves as a subject matter expert on Early Warning products and servicing expectations.
• Works closely with Legal and Compliance to ensure all applicable regulatory requirements are included in appropriate policies and procedures, including but not limited to, UDAAP, FCRA and Complaints management.
• Ensure all procedures and articles are aligned with the corresponding policies.
• Responsible for appropriately utilizing internal record management systems to manage documents, including maintenance, approval processes and records retention.
• Support the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.

Benefits

• Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
• 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
• Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
• 12 weeks of Paid Parental Leave
• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level