Operations Continuous Improvement - Technical Procedure Writer

TITLE: TECHNICAL PROCEDURE WRITER
STATUS: NON-EXEMPT
REPORTS TO: MGR - TECHNICAL WRITERS
DEPARTMENT: OPERATIONS CONTINUOUS IMPROVEMENT
JOB CODE: 11801

PAY RANGE: $33.36 - $36.00 HOURLY

GENERAL DESCRIPTION:

Responsible for creating, updating, consolidating, and standardizing procedural documentation for the Service Operations organization. Ensures procedures comply with industry standards, regulations, company policies, and department writing styles and standards. Actively engages and collaborates with Service Operations staff and business process team members to obtain and share information. Conducts independent research and interviews subject matter experts. Supports and advances multiple writing projects concurrently, tracks and reports status, monitors process changes, and resolves issues related to procedural documentation.

TASKS, DUTIES, FUNCTIONS:

• Develops, writes, and revises assigned procedures for clarity, conciseness, consistency, and accuracy.
• Collaborates with subject matter experts and business partners to gather information and verify accuracy.
• Obtains required background information through research and interviews with business process owners, managers, supervisors, and frontline staff.
• Translates complex, non-standardized process information into easily understandable procedural content for multiple audiences.
• Creates and edits screenshots, process flow diagrams, and other visual aids, as required.
• Submits draft documentation to peers and writing manager for further review or edits.
• Effectively manages review processes, communications, and required resources for assigned projects.
• Tracks and updates procedures for compliance and audit findings, regulatory changes, and internal process or policy updates, as required by business units.
• Assesses and incorporates any system-wide changes that impact documentation.
• Assists in implementing approved procedures by coordinating the distribution of documents to staff and responding to any questions that may arise.
• Maintains complete and accurate project status reporting for assigned projects and deliverables.
• Obtains and maintains a thorough knowledge of credit union policies and procedures, products and services, systems and software, as needed.
• Maintains 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.
• Maintains ongoing professional development.
• Participates in ad hoc project teams.
• Performs other duties as assigned.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

1. Outstanding business, oral, and written communications skills.
2. Strong procedural writing skills supported by hands-on experience.
3. Must possess sufficient manual dexterity to skillfully operate online computer terminal and other standard office equipment, including personal computer and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: All levels
2. EXTERNAL: Golden 1 Members

QUALIFICATIONS:

1. EDUCATION: Bachelor’s degree in English, Communications, Technical Writing, or related field.
2. EXPERIENCE: Two years or more experience in writing procedural documentation, preferably in the financial services industry.
3. KNOWLEDGE / SKILLS: Knowledge banking and/or credit union products and services as well as operational procedures. Familiarity with banking/credit union data processing, operating, and training systems and/or software such as LoansPQ, Teller Navigator, DataSafe, and Fiserv. Familiarity with internal collaboration tools and knowledge bases. Advanced technical writing skills with a user-centric orientation. Strong oral and written communication skills. Superior organizational and time management skills. Customer service skills. Proficient in MS suite of products/solutions (Teams, Outlook, Excel, PowerPoint, Word, SharePoint, ConvergePoint,). Basic skills to operate standard office equipment such as electronic banking equipment, personal computers and ten key.

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday.
2. Occasional movement throughout the workday.
3. Corrected vision within the normal range.
4. Corrected hearing within the normal range. A telephone device can be provided if necessary.
5. Lifting up to twenty pounds.

LICENSES / CERTIFICATIONS:

None

#LI_Hybrid

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. 4/8/2025