Technical Writer

F&G is looking to hire for a Technical Writer position.

The Technical Writer is responsible for creating and maintaining process and procedure documentation, creating and maintaining documentation standards, styles, and guidelines, and managing the online documentation process for operations. This role partners with business units, Lean, training, and quality assurance teams to ensure documentation accurately presents current methods.

This position supports frontline teams by ensuring products and services meet the established documentation standards, including accuracy, readability, and accessibility, to provide the best experience for all stakeholders. The coordinator leverages knowledge management processes to identify and resolve issues, maintaining clarity, consistency, and conciseness through collaborative engagement with business subject matter experts. The Technical Writer evaluates process and training documentation to ensure it supports proper execution and quality requirements, recommending changes for clarity.

Duties and Responsibilities

• Collaborates across operations teams to ensure that process documentation aligns with related actions providing critical insights, recommended changes, and clear documentation to ensure operational information remains in compliance with F&G documented regulatory guidance.
• Recommends and manages the ongoing development of knowledge management strategies and operational processes to improve the learning and performance of customers, agents, and employees
• Identifies and implements documentation requirements to support regulatory, training, or employee needs
• Addresses assignments in a timely manner to meet organizational and informational needs
• Communicates and guides on the implementation of critical processes through different forums
• Facilitates seamless exchange of information across operational processes
• Facilitates resolution of knowledge management feedback
• Supports knowledge management strategy and system to include development, maintenance, implementation, and oversight of information used by operational business partners
• Reviews, coordinates and provides recommendations to TPA guidelines associated with operations activities
• Accountable for the documentation created for all audits
• Leverages and maintains a centralized procedural documentation repository
• Maintains knowledge channels around designated content areas to facilitate easy access to relevant knowledge and/or expertise
• Provide support to business teams for processes and procedures, documentation standards, and knowledge management techniques
• Follows the measurement strategy for knowledge management effectiveness
• Promotes knowledge sharing through the organization's operational business processes and systems, strengthening links knowledge sharing and information systems linkages, improving organizational information systems integration to facilitate seamless information exchange
• Engages in the production of high-quality, accurate documentation in an easy-to-understand user interface text to include support guidance in an easily accessible and understood format
• Collaborates with business teams on documentation requirements

Experience and Education Requirements

• Bachelor's degree or equivalent experience
• 2+ years of technical writing experience
• Strong computer skills, including Microsoft Office
• Customer Service/Engagement or specialized support experience a plus 
• Insurance industry-specific experience desired

Knowledge, Skills & Abilities

• Ability to work independently and maintain confidentiality
• Demonstrates critical thinking and reasoning skills with strong attention to detail
• Strong verbal communications skills and proven track record in various writing styles
• Demonstrated success in influencing cultural change
• Strong interpersonal skills
• Problem analysis and problem-solving
• Sound judgment

Other Requirements

• Perform other functions, duties and projects as assigned
• Regular and punctual attendance
• Some travel may be required (less than 10%)

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