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PenFed Credit Union · 2 days ago
(Remote) Senior Technical Writer/Conversation Designer
San Antonio, TX
Full-time
Remote
Senior Level
8+ years exp
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Insider Connection @PenFed Credit Union
Responsibilities
Research, author, edit, and maintain complex system documentation, industry topics, processes, regulations, and internal policy.
Design, develop, and implement updates to chatbot and Generative AI services, including NLP models and support flows.
Perform independent testing and analysis of processes to create effective documentation.
Coordinate and refine development requirements with stakeholders for successful project delivery.
Collaborate with users, SMEs, and product owners to write and edit documentation.
Analyze documentation and chatbot metrics to recommend innovative solutions.
Edit content in a Knowledge-Centered Service (KCS) model and ensure adherence to technical writing standards.
Communicate changes to knowledge base content and chatbot/AI services to all PenFed organizational members.
Mentor and coach other writers, providing feedback on individual performance.
Make recommendations on employee hires, promotions, and action plans.
Assist in maintaining compliance with applicable laws, regulations, and ordinances.
Qualification
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Required
Bachelor's Degree in a related field (technical writing, rhetoric, and similar) required.
Minimum of eight (8) years of technical writing and editing experience required.
Minimum of two (2) years’ experience with Natural Language Processing (NLP) required.
Advanced knowledge of technical writing and editing best practices required.
Practical experience with Knowledge Management concepts required.
Strong oral and written communication skills.
Strong analytical, interpersonal, and decision-making skills.
Preferred
Minimum of two (2) years of experience in financial services preferred.
Knowledge of financial institution structure, products, policies, and procedures preferred.
Experience with Salesforce preferred.
Salesforce Administrator certification preferred.
Benefits
Medical, Dental, and Vision Plans
401k with Employer Match
Paid Time Off
On-site Fitness Facilities
Company
PenFed Credit Union
PenFed Credit Union offers market-leading mortgages, automobile loans, credit cards and student loans.
1,001-5,000 employees
Funding
Current Stage
Late StageLeadership Team
Andrea McCarren
Senior Vice President & Chief Content Officer
Brian Kukwa
Senior Vice President of Home Lending Technology
Recent News
2024-04-16
2024-04-07
Company data provided by crunchbase
