Technical Writing (PSPs)

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment. Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.Overall Purpose The CS Technical/Procedure Writer is a subject matter expert on our products and services responsible for writing clear and concise instructions for users and front-line call center agents. This role is responsible for identifying, researching, writing, validating, and obtaining approvals to publish procedures, work instructions, and online FAQ’s in support of Zelle® and our FCRA consumers. Working with the respective document owners to reconfigure documents and ensure procedures and knowledge articles are submitted timely. Essential Functions Responsible for upgrading and rewriting procedures and online knowledge articles.  Create new policies as needed to ensure compliance with applicable regulatory requirements. Works with business line managers to develop new or revisions of existing policies and procedures as new bank products or services are offered, new lines of business are initiated, or new regulatory requirements are published. Works with Technology, Product and Fraud Risk management to validate accuracy of knowledge articles and make revisions as necessary.  Advocates for the Consumer Experience by listening to front line agent calls to identify any article gaps and write articles to improve the consumer experience. Periodically interviews front line agents for opportunities.  Serves as a subject matter expert on Early Warning products and servicing expectations. Works closely with Legal and Compliance to ensure all applicable regulatory requirements are included in appropriate policies and procedures, including but not limited to, UDAAP, FCRA and Complaints management.  Ensure all procedures and articles are aligned with the corresponding policies.  Responsible for appropriately utilizing internal record management systems to manage documents, including maintenance, approval processes and records retention.  Support the company’s commitment to risk management and protecting the integrity and ...