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Financial Services Writer/Editor

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A growing communications team is seeking contractors who thrive on identifying and analyzing a wide range of information and facilitating conversations to deliver accurate and customer-centric service communications. Excellent writing, editing and project management skills are needed to manage complex customer-facing service communication projects and content from intake to final approval. The role also requires the ability and willingness to collaborate in a fast-paced, collaborative, yet highly matrixed corporate environment.

Specific Job Duties

· Lead and manage all life-cycle activities associated with writing or re-writing customer-facing customer service communications, from defining scope and requirements to obtaining final approvals and content testing

· Consult with business partners to define, document and clarify project scope, desired customer experience and business outcome, and operational and system impacts

· Identify the impact of regulatory, operational and system changes and issues on the content of service communication projects; collaborate with product, operations, functional partners, compliance, and legal and system partners to improve the customer experience while completing tasks that adhere to strict deadlines

· Apply critical thinking skills to analyze and track complex, highly matrixed information to understand the effect business strategies, processes, systems, current operating and compliance environments have on service communication strategy and content; provide issue resolution recommendations to move work forward and meet established timelines

· Effectively organize project files, including key meeting notes, project plans, and approvals for easy tracking to facilitate progress reports and support audit requirements

· Thrive as a member of a core team, as well as member of various project teams, facilitating content meetings with partners in a poised, professional manner and service oriented-attitude

· Exceptional writing and editing skills with ability to adapt writing style to transform bank/legal jargon into simple, concise language with a conversational tone

· Apply corporate writing standards and brand voice to improve the customer experience through business communications

We are looking for someone with the following skill sets/weights:
· 33% project management
o Manage, track and provide updates on multiple and simultaneous service comm writing/editing projects across functionalities, including app & fulfillment, customer servicing, account servicing
o Manage to tight and non-negotiable timelines
o Maintain an accurate and up to date project plan (Excel)
o Identify and manage versioning requirements
· 33% critical thinking, specifically to:
o Partner with the LOB to understand comm needs
o Understand the underlying processes that drive customer comms
o Question the content of the comms to ensure accuracy
· 33% writing and editing (at the moment, almost entirely letters but expect to expand to email and scripts soon)

Desired Qualifications:

· Strong attention to detail and accuracy skills
· Ability to consult, build, and maintain solid working relationships in and outside of immediate department
· Ability to negotiate, influence, and collaborate to build successful relationships
· Ability to organize and manage multiple priorities
· Ability to work effectively in a team environment
· Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
· Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
· Knowledge and understanding of Adobe

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