Operations Continuous Improvement - Technical Procedure Writer

TITLE: TECHNICAL PROCEDURE WRITERSTATUS: NON-EXEMPTREPORTS TO: MGR - TECHNICAL WRITERSDEPARTMENT: OPERATIONS CONTINUOUS IMPROVEMENTJOB CODE: 11801 PAY RANGE: $33.36 - $36.00 HOURLY   GENERAL DESCRIPTION:   Responsible for creating, updating, and maintaining procedural documents for the Servicing Operations organization. Assists and directly responds to phone calls, e-mails and  personal  requests  for  procedural  and  operational  support.  Ensures procedures comply with industry standards and regulations. Identifies, researches, tracks, monitors and resolves operational and general technical changes related to operational procedures for Servicing Operations.   TASKS, DUTIES, FUNCTIONS:   Develops, writes, and updates clear, concise, and accurate procedures as assigned by the Manager of Technical Writers. Obtains additional background and development information through research and interviews with departments owning the process for which the procedure applies to. Submits written work to Manager, Technical Writers for further review or edits.   Works closely with subject matter experts and business partners to gather information and ensure the accuracy of the content.   Translate complex technical information/processes into easily understandable text for various audiences.   Maintain a thorough knowledge of credit union policies and procedures, products and services, data processing system and software, as needed.   Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.   Updates any changes in the procedure process, as required by departments. Validates and reviews any detailed system changes.   Assists in implementing approved procedures by coordinating the distribution of documents to staff and responding to any questions that may arise.   Participates in project teams that affect department staff.   Performs other jobs as may be assigned.       PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:   Effective business oral and written communications skills.   Strong procedural writing skills supported by hands-on experience managing customer accounts.   Must possess sufficient manual dexterity to skillfully operate online computer terminal and other standard office equipment, including personal computer and telephone.   ORGANIZATIONAL CONTACTS & RELATIONSHIPS:   INTERNAL: All levels   EXTERNAL: Golden 1 Members   QUALIFICATIONS:   EDUCATION: Bachelor’s degree in English, Communications, Technical Writing, or related field.   EXPERIENCE: Two years or more experience in writing procedures and two years or more previous experience as a Retail employee or equivalent banking experience.   KNOWLEDGE/SKILLS: Wide knowledge  of  Golden  1  products  and  services  as  well as operational procedures. Familiarity in the usage of Golden 1 data processing, operating and training systems and/or software such as LoansPQ, Teller Navigator, SharePoint and Knowledge Base. Advanced writing skills to develop user-friendly procedures. Strong oral and written  communication  skills,  organizational  and time  management skills. Member relations skills. Proficient in MS suite of products/solutions (Outlook, Excel, PowerPoint, Word, etc.). Basic skills to operate standard office equipment such as electronic banking equipment, personal computers and ten key.     PHYSICAL REQUIREMENTS:   Prolonged sitting throughout the workday.   Occasional movement throughout the workday.   Corrected vision within the normal range.   Corrected hearing within the normal range. A telephone device can be provided if necessary.   Lifting up to twenty pounds.       LICENSES/CERTIFICATIONS: None   THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE.   HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES. REV. 01/30/2025

Salary : $33 - $36