Technical Writer - Mortgage Servicing Contact Center
Flagstar Bank N.A

Phoenix, Arizona

Posted in Banking


This job has expired.

Job Info


Job Summary
The Technical Writer 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 Technical Writer leverages consumer feedback and gathers details relating to business changes to develop and enrich knowledge resources, primarily for the Mortgage Servicing contact (call) center, and partners with applicable leaders and business partners to facilitate effective documentation, procedures, user guides, and workflows; ensures a comprehensive understanding of change communication to optimize the experience of our employees and customers.
A Technical Writer is an experience extraordinaire, creative, passionate, influential, and inspiring their peers and colleagues, and performs their duties and responsibilities efficiently and effectively.

Pay Range: $47,500.00 - $67,500.00 - $87,500.00

Job Responsibilities:

Author & Edit

  • Develop and support development of new resources, primarily contact (call) center knowledge, ensuring content is comprehensive and concise for both technical and non-technical users.
  • Enrich and 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, 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.
  • Work closely with leaders to continually update and refine call center processes.
  • 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.
  • Support in planning, preparing, and delivering content updates to employees using various communication vehicles to ensure a comprehensive understanding of business changes, processes, policies, and procedures.

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 the content area (General (Performing) Servicing with working knowledge of other content areas.
  • Proactively and autonomously staying apprised of company, industry, and business issues/trends through research and observation in order to facilitate effective documentation, procedures, user guides, and workflows.
  • Support team members to ensure job aids and instructional guides for the job functions remain current.
  • Play an integral role in the onboarding and training of new team members to enable their success and uphold the quality service internal and external customers expect and deserve.
  • Coach and mentor less experienced team members, leading by example and sharing best practices for team, organization, and customer success.
  • Enthusiastically lead, support, and/or participate 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:
  • HS Diploma, GED or Foreign Equivalent
  • Bachelor's Degree preferred in English, Journalism, Business Administration, Communications, or another related field
  • 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 mortgage industry required.
  • Experience managing and coordinating multiple concurring projects, activities, and resources required.
  • 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 a 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.
  • Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.

Internal Use Only - Job Band G


This job has expired.

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