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Job Details:
Position Name : Senior Technical Writer, Knowledge Management (Remote) – San Antonio Texas
Location: San Antonio, TX 78259
Job ID : daa57f558d9584cb
Description : Overview
Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.
PenFed is hiring a Senior Technical Writer, Knowledge Management (Remote). The primary purpose of this position is to lead the Knowledge Management (KM) team, coordinating updates to continually evolving databases of procedural documents, Frequently Asked Questions (FAQs), and other articles for use by PenFed staff and members through PenFed websites, online banking platform, and mobile app.
This position is remote, and candidate can be located anywhere in the United States.
**Salary range: $61,700.00 – $116,725.00
Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned .
Lead the KM team in authoring, revising, and otherwise maintaining PenFed’s policies, procedures, and knowledge management databases.
Simplify complex topics, processes, regulations, and internal policy, making the content accessible and inviting to various audiences.
Author, edit, format, and produce documentation and digital content for use across member-facing platforms.
Adopt our writing practices, processes, and styles, but suggest improvements that enable writers and knowledge contributors to publish content with consistent voice and style ideal for our audiences.
Contribute to the overall design and development of dialogs, intents, and other conversational aspects of chatbot services.
Coordinate with users, subject-matter experts, product owners, and more across departments to ensure content meets all user needs and other applicable standards.
Edit content created by other business units in a Knowledge-Centered Service (KCS) model for use across platforms.
Communicate significant changes to knowledge base content to all PenFed organizational members.
Be the voice of our users, understanding their needs and collecting their feedback to make sure we get the right details about our products, processes, and services to the right users.
Mentor and coach other writers, documenting and providing actionable feedback on individual performance.
Make recommendations on assigned employee hires, promotions, action plans, and similar actions.
Assist with maintaining PenFed’s compliance with all applicable federal, state and local laws, regulations and ordinances by abiding by PenFed compliance program and all policies, procedures, rules and regulations.
Qualifications
Equivalent combination of education and experience is considered.
Bachelor’s Degree in a related field (technical or professional writing, rhetoric, and similar) preferred.
Five to eight (5 to 8) years of technical writing experience required.
Minimum of two (2) years of experience in a call center or related position preferred.
Minimum of two (2) years of experience in a supervisory role preferred.
Practical experience with Knowledge Management concepts is preferred.
Strong oral and written communication skills.
Strong analytical, interpersonal, and decision-making skills.
Knowledge of financial institution structure, products, policies, and procedures preferred.
Supervisory Responsibility
This position will supervise employees.
Licenses and Certifications
There are no additional licenses and/or certifications required.
Work Environment
While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*
Travel
Ability to travel to various worksites and be on-call is required.
Special Message Regarding COVID 19
PenFed is continuing to hire and train exceptional individuals to help us serve our 2 million members both here and around the world. In light of the current situation with novel coronavirus (COVID-19), we have modified our hiring, onboarding, training, and deployment protocols in order to comply with current local and state guidance around social distancing.
About Us
Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2 million members and over $26 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.
We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.
Equal Employment Opportunity
PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.
PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 240-224-4256.
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