Knowledge Management Specialist

Primary Purpose:

Conduct research, verify and publish content for new procedures, procedure changes and rate revisions for the Sales and Service areas of National General Insurance.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Work on all phases of information development from analyze, research and interviewing to gather content for writing and editing documents
• Maintain continuous interaction with various departments on the impact of the proposed document creation and updates
• Produce high quality end user documentation for a global audience
• Maintain knowledge of the system used to house procedures to support accurate and timely delivery to the end user
• Manage competing deadlines and prioritize appropriately
• Respond to feedback from end users
• Communicate and support the Change Control process to gain final approval on all content prior to publication
• Communicate with other Content Editors to ensure consistent content format, structure across all business functions
• Identify common process opportunities, driving business to a global product

Minimum Skills and Competencies:

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.

• High school diploma or general education degree (GED)
• 2+ years of relevant experience
• Layout experience for online and paper delivery
• Experience using style guides such as Microsoft Manual of Style, Chicago Manual of Style and Departmental Style Guides
• Contribute information for the Departmental Style Guide
• Ability to apply appropriate style and voice for content; ability to follow editorial and style guide standards
• Ability to act in an effective, professional manner on often contradictory feedback from the organization
• Highly effective in managing change, multiple priorities, and exercising sound judgment
• Prior experience in Claims/Sales/Agency/Service capacity within an insurance environment
• Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
• Must possess effective verbal and written communication skills
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint) and SharePoint Pages
• Maintain compliance with state and company guidelines
• Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization including Sr. Leadership
• High degree of initiative, dependability, motivation, mature judgment, and discretion
• Works independently with little supervision or in a team setting

Desired Skills:

• In-depth knowledge of all evaluated National General Insurance functions, processes, guidelines, and workflows (e.g., service, billing, processing, sales, agency operations, etc.)
• A strong understanding of the National General Insurance brand and ability to exhibit the behaviors associated with it
• Experience with National General Insurance programs for all states and lines of business
• Knowledge of National General Insurance data and resources, including but not limited to BSPs, Rating Tables, Business Rules, and Underwriting Manuals
• Ability to understand internal customer needs are critical
• Outstanding creative and technical writing skills with ability to understand and explain complex, concepts and software interaction
• Demonstrate a working understanding of the insurance industry and organizational relationships of the company
• Demonstrate the ability to provide guidance to peers
• Demonstrate effective presentation skills
• Intranet navigation knowledge