Knowledge Management Specialist

  • National General Insurance
  • Winston-Salem, NC, United States

Job Description

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

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