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Job Description Job Summary Under Minimal Supervision, the Technical Writer is responsible for designing and controlling the technical process and transformative methods of the organization. The incumbent will seek to continuously improve the organization’s operations to optimize efficiency and effectiveness in meeting customer requirements. The incumbent works closely with the Chief Operating Officer and the Relationship Bankers, Central Operations team, and various departments. The incumbent will coordinate with several departments to assist in the adoption, training, and solving of various problems related to Bank operations. Automation and process improvement initiatives support the Banks strategic plan to provide product and service needs to our clients. The incumbent’s role is crucial to a successful customer onboarding experience. Essential Job Duties • Bank Operations and Mobile/Online Banking experience required., • Implements processes to determine standards and establish quality and accountability in various departments. Provides guidance to staff on any changes to policy and procedure., • Interviews staff, developers, and third parties to create technical operational documentation for system utilization., • Ensures regulatory compliance in procedures., • Tracks missing, incomplete and incorrect documentation. Ensures proper follow up to obtain the documents and complete the clients request in a timely manner., • Provides support to Chief Operating Officer, as needed, and serves as the liaison between new accounts, Central Service Department, Branches and BSA., • Assists management team with managing projects and assist with the implementation, training, documentation, and further development of projects., • Create and update operational procedures; provides assistance and guidance to branch personnel regarding banking policies, procedures, and risk assessments., • Reports results of user feedback to help management make recommendations for support process improvement., • Assist in developing in-depth knowledge of the following operational components., • Branch Operations, • Remote Deposit Anywhere (Mobile Banking), • Bill Payments (iPay), • FI Transfers, • Person to Person Payments, • Mobile Banking (GoDough), • Online Banking (NetTeller Back Office), • eStatements, • eSign, • Digital Account Opening (Online, Mobile and Branch), • Cognos Report Writing, • Plus, any forthcoming new additions (Zelle, Apple Pay, Google Pay, etc.)., • Be a resource and trainer to employees for new and existing processes., • Creates training programs and training materials to support banking operations., • Trains staff with the goal of creating consistent delivery through channels., • Works with the Chief Operating Officer in analyzing customer data and trends (usage data numbers) to drive product/service adoption., • Perform other duties and responsibilities as assigned. Core Competencies Adaptability & Accountability: Adapts to changes in the work environment, manages competing demands, accepts criticism and feedback, changes approach or method to best fit the situation and takes responsibility for own actions. Attendance & Punctuality: Schedules time off in advance, begins working on time, keeps absences within guidelines, ensures work responsibilities are covered when absent and arrives at meetings and appointments on time. Analytical Skills: Synthesizes complex or diverse information, collects and researches data when necessary, identifies data relationships, designs workflows and procedures, analyzes assigned tasks, resources and workflow processes to prioritize projects and determine best way of meeting deadlines and requirements. Communication: Expresses ideas and thoughts both verbally and in written form, exhibits good listening skills and comprehension, responds well to questions, writes clearly and informatively and edits work for spelling and grammar. Presents accurate numerical data effectively. Judgment: Displays willingness to make decisions timely, exhibits sound and accurate judgment, supports and explains reasoning for decisions, includes appropriate people in decision-making process and takes responsibility for communication including what is heard. Teamwork / Morale: Treats others with respect and courtesy, gives and welcomes feedback, inspires the trust of others, exhibits tact and consideration, displays positive outlook and pleasant manner, offers assistance and support to co-workers, works cooperatively in group situations Engages consistently in professional behavior. Business Ethics: Works with integrity and ethically, upholds organizational values and abides by written policies. Compliance: Within specified functional area of authority, is personally accountable to understand and ensure regulatory and policy compliance with state and federal requirements including but not limited to: all applicable consumer protection laws and regulations governing financial institutions, the Bank’s Bank Secrecy Act / Anti-Money Laundering and OFAC (BSA/AML/OFAC) in accordance with his/her respective job duties and responsibilities Confidentiality: Maintains a high degree of confidentiality. When sending confidential electronic communications outside the internal Bank network, use [Secure] in the subject line. Organization: Maintains continuous workflow to meet daily/weekly/monthly deadlines. Leadership & Management: Abides by the Bank’s leadership principles at all times. Reacts well under pressure. Develops subordinates' skills and encourages growth by providing candid, relevant feedback and coaching. Carries out required performance management processes and timekeeping responsibilities. Identifies disciplinary situations or employee conflict and manages communication appropriately. Assures confidential interchange with subordinates as appropriate. Demonstrates and instill in others an appropriate sense of urgency. Recruits and retains high quality team members. Job Qualifications Must be able to perform all the essential duties of the position satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Must have experience in Banking Operations., • Must be familiar with online banking., • Bachelor’s Degree or equivalent experience., • Minimum 5 years’ relevant work experience in banking/finance, adult education, or technical documentation. Computer & Software Skills • Occasional local travel Additional Information: Min: $75,000 to Max: $85,000/annually

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