CGS Federal (Contact Government Services) ยท 11 hours ago
Knowledge-Based Content Manager
Washington, DC
Full-time
Remote
Mid Level
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
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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.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Anthony Miller
Partner, President of Operations
Brian York
Partner, President of Strategy
Company data provided by crunchbase
