Documentation Specialist I

General Summary

The Documentation Specialist I develops, prepares, edits, and publishes documentation for the online knowledge/content management system used by contact center agents and Elevate personnel supporting agents and customers. This includes procedural documents, process flows, system navigation guides, and other materials that document and standardize the customer experience. This role also authors Communication Alerts to inform the work force of events or system changes that impact agents and customers. As part of content development and preparation, the Documentation Specialist I works with Product owners, Subject Matter Experts, and Legal/Compliance to ensure the learning content is accurate, timely, easy to consume, and follows department standards to obtain final approval of all published content.

Principal Duties and Responsibilities

• Partner with business, process owners, and compliance partners to learn and thoroughly understand processes, products, and tools as the end user; and document procedures, staff updates  in clear and concise language easily followed and understood by the end user
• Translate systems enhancements and process changes into meaningful and accurate system procedures, learning materials, and communications so agents can efficiently assist customers
• Gather, prioritize, update, and correct knowledge articles as needed and in a timely manner
• Coordinate the review and approval process for new and modified documentation
• Maintain a record of all documentation, including procedures, process flows, system guides, and other reference materials in the knowledge management system
• Ensure that all documentation related to a specific purpose or topic is aligned, and modified, if necessary, with newly created or amended documentation, achieving a consistent and clear message and standards for customer service
• Review and provide the knowledge article reports for management as needed

Experience and Education

• Associate’s degree in a business-related filed, or equivalent experience
• Minimum of 2 years’ experience in training or customer service type role within financial related industry, either face to face or on the phone
• Experience converting informal communications and documentation into an articulate, concise finished product for publication easy to understand by end user.
• Proven reporting and documentation experience
• Proficient in MS Word, Excel, PowerPoint, and Visio

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