The overall purpose and objective of this role is analyzing, writing, editing, curating, and publishing high complex procedures, guidelines, job aids, process maps and manuals for Strategic Learning Delivery facilitators, agents, claims adjusters, and back office support teams within Operations to increase productivity, improve accuracy, and contribute to the attainment of Assurant’s goals and objectives. This role will provide guidance and recommendations to all levels of leadership, business partners (internal/external) and team members.

Primary Job Accountabilities/Responsibilities

• Create, assess, and leverage best practices of client & system procedures, guidelines, and process maps for optimal business practices

  • Collaborate and leverage quality results with subject matter experts and process owners by influencing enhancement(s) to improve agent proficiency and customer experience

  • Participate as a major contributor with client process reviews, audits and remediation action plans for procedure changes, documentation and/or process maps

  • Participate as a major contributor with the Operations Process Management Team within the Operation by creating efficient processes to decrease AHT for all technical documentation services

• Simplify technical concepts by translating complex technical information into clear, concise and user-friendly formats.

• Use various resources, such as the Microsoft Writing Style Guide; Assurant-specific branding guidelines; technical writing standards; and document templates to aid in documentation development.

• Review and proofread documents to ensure they meet quality standards and are free of errors.

• Maintain and update existing documentation to reflect new information, changes, or updates in processes and / or systems.

• Gather and incorporate feedback from users to improve clarity and usability of documentation.

• Research and understand user behaviors and needs to ensure content is relevant and user centered.

• Create clear, concise, and engaging content that is accurate and easy to understand.

• Design content frameworks, taxonomies, and metadata schemes for optimal content organization and searchability.

• Ensure content meets accessibility standards.

• Ensures content design consistency using various sources, such as Mailchimp Content Style Guide; user-centered design principles; and SEO guidelines

• Keep information architecture and content optimization at the forefront of development, ensuring that documentation is easy for users to find; guides the user through content seamlessly; enhances readability; and incorporates multimedia to cater to different learning styles.

• Facilitate and participate in team, departmental, and business partners conference calls and meetings as required.

• Perform periodic focus groups with users to obtain feedback for continuous improvement and engagement.

• Learn and adapt to changing technology and design principles to ensure that what is developed stays fresh, innovative, and creates optimal engagement with users.

• Participate in user acceptance testing (UAT) as necessary or when required to ensure that system functionality behaves as expected before creating new or updating existing system-specific documentation:

  • Conduct testing according to plan as set by the Operations Process Management (OPM) team, ensuring all test cases are executed by specified due dates

  • Promptly identify and report defects or usability issues and work with development team to re-test cases, as necessary

  • Once final adjustments are made, create new or edit existing articles in the knowledgebase that properly document and instruct users how to perform the process / function.

Qualifications/Requirements

• Bachelor’s degree in English, Communications, Business Administration, or a related field, or equivalent work experience

• 1+ years of leading projects, teams, or process

• 3+ years in technical writing/content design services

Preferred Experience, Skills, and Knowledge

• Knowledge of technical writing and content design models and principles and a demonstrated ability to apply them to the design and development of content/documentation which meets the needs of a diverse scope of users

• Strong working knowledge of various software programs- Microsoft Office 365 including Copilot, Visio and other similar

• 2+ years of experience in the financial services, mobile, home warranty, or auto industry

• Knowledge of web-based software applications or authoring tools- Helpjuice, ServiceNow, RoboHelp, or other content management systems (CMS)

• Preferred knowledge and/or experience of animation software tools for videos, photography, design, web, UX and more- SnagIt, Vyond, Adobe Captivate, and Adobe Creative Cloud