Knowledge-Based Content Manager

Cgs Federal (Contact Government Services )

Full-time - Mid Level

About the position

The Knowledge-Based Content Manager is responsible for ensuring the accuracy and completeness of all articles in the Knowledge Management (KM) solution. This role involves collaborating with various managers to keep training materials and Standard Operating Procedures (SOPs) updated, analyzing escalations for knowledge article improvements, and staying informed about mortgage industry updates that necessitate changes to the KM solution.

Responsibilities

• Ensure the accuracy and completeness of all articles in the Knowledge Management solution.
• Survey employees for suggestions regarding the KM solution.
• Stay updated on mortgage industry changes that require modifications to the KM solution.
• Work closely with the Quality and Training Manager and Operations Manager to keep training materials and SOPs current.
• Participate in calibration sessions and analyze Tier 3 escalations for knowledge article updates or additions.
• Improve First Contact Resolution and reduce Tier 3 escalations through effective knowledge management.
• Develop concise knowledge-based articles and training materials.
• Manage support staff effectively.

Requirements

• 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 of 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 and organization skills.
• Ability to work under pressure and manage time effectively.

Nice-to-haves

• Experience in a team-work environment.
• Ability to provide and receive constructive feedback.
• Flexibility to adapt and support changes to systems and processes.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401k
• Flexible Spending Account (Health, Dependent Care, and Commuter)
• Paid Time Off
• Observance of State/Federal Holidays