Be an early applicantLess than 25 applicants

Company

CGS Federal (Contact Government Services) · 14 hours ago

Knowledge-Based Content Manager

Washington, DC

Full-time

Remote

Mid Level

$78K/yr - $105K/yr

3+ years exp

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Responsibilities

Ensure the accuracy and completeness of all articles in the KB solution.

Survey employees for KM solution suggestions.

Stay abreast of mortgage industry updates and changes that will require modifications to the KM solution.

Work in close communication with the Quality and Training Manager and Operations Manager to ensure training materials and SOPs are up to date with current KM solution content.

Participate in calibration sessions and analyze Tier 3 escalations for knowledge article updates or additions to improve First Contact Resolution and reduce Tier 3 escalations.

Provide and receive constructive feedback.

Analyze and develop concise knowledge-based articles and training material.

Effectively manage support staff.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

FHA home mortgage programsQuality assuranceQuality controlResidential mortgage financeManagement experienceComputer skillsConstructive feedbackKnowledge-based articlesSupport staff management

Required

Five years of direct experience with Single Family FHA origination policies and procedures.

Five years of quality assurance or quality control experience in a call center, mortgage industry, or similar environment.

Three to five years of residential mortgage finance industry experience.

Three to five years management experience in a call center, mortgage industry, or similar environment.

Strong knowledge of FHA home mortgage programs.

Effective written and verbal communication skills.

Excellent computer skills.

Excellent organization skills and time management.

Ability to excel in a team-work environment and successfully interact with other functional areas.

Ability to be flexible, adapt, and support changes to systems and processes.

Ability to work under pressure and stress generated by deadlines and day-to-day operational demands.

Detail oriented.

Experienced and skilled at effectively providing and receiving constructive feedback.

Ability to analyze and develop concise knowledge-based articles and training material.

Ability to effectively manage support staff.

Benefits

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account (Health, Dependent Care, and Commuter)

Paid Time Off and Observance of State/Federal Holidays

Company

CGS Federal (Contact Government Services)

Contact Government Services strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources.

Washington, District of Columbia, USA

51-200 employees