Knowledge Management Specialist - REMOTE

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timePosted 5 days ago location United States salarySalary undisclosed
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Job Description

Position TitleKnowledge Management Specialist - REMOTELocationWork From Home MIJob SummaryThe Knowledge Management Specialist is part of our Customer Experience (CE) team. Our CE team is a central point of consumer (i.e., current, former, and prospective customer) feedback, obtained primarily through Voice of the Customer (VOC) and surveys, allowing us to identify and act on issues, gap, and/or opportunities, mitigate issues, and continually improve policies, procedures, and practices to increase customer loyalty, revenue, and satisfaction. A Knowledge Management Specialist leverages consumer feedback and gathers details relating to business changes to develop and enrich communications and knowledge resources, primarily for the contact (call) center, and partners with applicable leaders and business partners to communicate and educate, ensuring a comprehensive understanding of change communication to optimize the experience of our employees and customers. A Knowledge Management Specialist is an experience extraordinaire, creative, passionate, influential and inspiring their peers and colleagues, and performs their duties and responsibilities efficiently and effectively.Job Responsibilities:Department Resource (Knowledge) ManagementDevelop and/or support development of new resources, primarily contact (call) center knowledge, utilizing the knowledge management system and ensuring content is comprehensive and concise.Enrich and/or support enrichment of existing resources including but not limited to knowledge articles, user guides, and employee job aids.Support the CE team's governance and oversight of the Department Resource Management (DRM) program and program success by training and educating personnel on expectations, ensuring program tools and resources are updated, intuitive, and comprehensive.Support the CE team in testing, validating, and reviewing department resources for clarity and consistency and verifying all corporate and Compliance standards are upheld.Continuously examine DRM processes for efficiency, streamlining opportunities, and effectiveness.Work closely with the contact (call) center technology administrators and reporting analysis to leverage data and analytics to identify effective and ineffective department resources; implement or recommend improvements based on findings.Establish and/or uphold key performance indicators (KPIs) related to the usefulness and effectiveness of department resources; implement or recommend improvements based on findings.Employee Experience & Knowledge Success Identify employee coaching and training opportunities based on customer feedback and leverage tools, resources, and forums to articulate findings and deliver messaging that drives employee and customer experience.Plan, prepare, and deliver content updates to employees using various communication vehicles including in person, virtually, in writing and orally.Provide guidance and mentorship to employees through training, huddles, and creative learning methodologies to ensure a comprehensive understanding of business changes, process, policies, and procedures.Partner with applicable leaders and business units (e.g., Training, Quality Assurance, etc.) to enhance or strengthen employee training and existing coaching forums.Support Projects & Initiatives Participate in bank and departmental projects and initiatives by providing input that supports an optimized employee and customer experience.Support Personal and Team Growth & Development Remain a subject matter expert in at least one content area (General (Performing) Servicing or Banking) with working knowledge of other content areas.Proactively and autonomously staying apprised of company, industry, and business issues/trends.Supports team members to ensure job aids and instructional guides for the CCMS job functions remain current.Plays integral role in the onboarding and training of new team members to enable their success and upholding the quality service internal and external customers expect and deserve.Coaches and mentors less experienced specialists, leading by example and sharing best practices for team, organization, and customer success.Enthusiastically leads, supports, and/or participates in culture-enhancing events and activities including the Diversity, Equity, & Inclusion program.Internal & External Communications Support the development and/or maintenance of call center communication templates, including letters, FAQs, scripts, and IVR messaging.Develop proactive and reactive department communications to convey business changes, system outages, important updates, etc.Support the review of customer-facing content such as messaging and written communications including but not limited to FAQs, forms, and email templates.Partner with applicable business units to enhance or strengthen communications by providing input on customer feedback; making recommendations to optimize the experience and drive self-service opportunities.Job Requirements:Bachelor's Degree in English, Journalism, Business Administration, Communications, or another related field required.3 years of experience with communication and material development and/or training required.2 years of customer service and/or call center experience required.2 years of experience in the banking/mortgage industry preferred.Experience managing and coordinating multiple concurring projects, activities, and resources required.Salesforce knowledge management experience preferred.KCS Certification preferred. Experience with or understanding of KCS best practices.Demonstrated proficiency using Microsoft Office software applications (specifically Word, PowerPoint, and Excel).Must have exceptional grammar, editing, and proofreading skills ensuring little re-work is needed.Excellent interpersonal astuteness to respond to a wide variety of customer needs and personalities using tact and diplomacy and the human relations skills necessary to effectively communicate and deal with a diverse audience.Strong research skills including gathering and analyzing information or data from multiple sources and making actionable recommendations.Outstanding organizational and planning skills with demonstrated ability to prioritize workload and follow up/through.Must have good sense of urgency, dedicated to meeting the expectations and requirements of both internal and external customers under tight timeframes.Work under pressure on multiple tasks concurrently with little to no direction and meet deadlines in a fast-paced work environment with frequent interruptions and changing priorities.Proven ability to execute.Ability to analyze communications to determine the most effective way to present, distribute, and reinforce message.Must be able to deal with ambiguity and organizing complex ideas into tangible deliverables.Internal Use Only - Job Band GThis position has the ability to work REMOTELY."High Speed Internet" and a distraction freework environmentrequired.