Policy & Procedure (Technical) Writer Analyst - Platform Solutions

Are you a strong writer and skilled editor? Do you use critical thinking skills to identify and remediate process gaps and apply logic to create step-by-step instructions? Are you resourceful, curious, and able to juggle competing priorities? Do you like working with people in a friendly, collaborative, team environment? If this describes you, we want to talk with you!

As part of the technical writing team, you will be responsible for writing, editing, and maintaining policies and procedures for areas in and outside of Operations, e.g., Collections, Customer Service, and Fraud Operations. You will work with business partners to write new documentation, perform periodic content reviews of existing documentation to ensure relevancy and accuracy, and secure appropriate approvals prior to publishing to internal repository for distribution to appropriate audiences.

In addition to writing and maintaining all policies and procedures, this team is responsible for various parts of customer-facing communications, i.e., preparing materials for the weekly committee meetings and managing the inventory and repository for all customer-facing communications.

Responsibilities:

• Meet with business unit leaders and subject matter experts to write new policies and/or procedures and review existing policies and procedures to ensure content is accurate and complies with federal and state laws and industry standards. May also review Legal and Compliance policies and procedures.
• Leverage internal resources, e.g., process maps, learning and development content, and internal audits, to continually improve documents, eliminate issues, and minimize risk.
• Conduct research using online and external sources.
• Maintain consistent template formatting, version control, and terminology across documentation.
• Assist in updating and maintaining the inventory and repository.
• Perform other duties as assigned.

Required Qualifications and Skills:

• Bachelor's degree in Communications, English, Journalism, or related field, e.g., legal.
• Three (3) or more years of technical writing experience, learning and development experience, or appropriate combination of education and experience.
• Exceptional writing, editing, and proofreading skills; strong attention to detail and ability to review others' work and accept constructive feedback on one's own work.
• Ability to project manage assignments to completion in a remote environment
• Ability to produce content that is clear, concise, accurate, consistent, and easily understood by the target audience.
• Ability to work independently and as part of a small team.
• Strong organization and time management skills, including the confidence and ability to prioritize work and lead meetings.
• Deep familiarity with Microsoft Outlook, Excel, and PowerPoint.
• Expert-level experience working with Word, including managing large documents and working with established styles, templates, and internal style guide.

Preferred Skills:

• Knowledge of - or a willingness to learn about - the financial services industry.

To be considered for this position, submit a resume and cover letter as one file.