Knowledge-Based Content Manager
Company: CGS Federal (Contact Government Services)
Location: Washington
Posted on: October 22, 2024
Job Description:
Knowledge-Based Content ManagerEmployment Type: Full-Time,
Mid-LevelDepartment: FHA/MortgageCGS is seeking a Knowledge-Based
Content Manager to be responsible for ensuring the accuracy and
completeness of all articles in the KB solution. The KB Content
Manager surveys employees for KM solution suggestions and stays
abreast of mortgage industry updates and changes that will require
modifications to the KM solution.Skills and Attributes for
Success
- Work in close communication with the Quality and Training
Manager and Operations Manager to ensure training materials and
SOPs are up to date with current KM solution content.
- Participates in calibration sessions and analyzes Tier 3
escalations for knowledge article updates or additions to improve
First Contact Resolution and reduce Tier 3 escalations.
- Strong knowledge of FHA home mortgage programs.
- Effective written and verbal communication skills.
- Excellent computer skills.
- Excellent organization skills and time management.
- Ability to excel in a team-work environment and successfully
interact with other functional areas.
- Ability to be flexible, adapt, and support changes to systems
and processes.
- Ability to work under pressure and stress generated by
deadlines and day-to-day operational demands.
- Detail oriented.
- Experienced and skilled at effectively providing and receiving
constructive feedback.
- Ability to analyze and develop concise knowledge-based articles
and training material.
- Ability to effectively manage support staff.Qualifications
- Five years of direct experience with Single Family FHA
origination policies and procedures.
- Five years of quality assurance or quality control experience
in a call center, mortgage industry, or similar environment.
- Three to five years of residential mortgage finance industry
experience.
- Three to five years management experience in a call center,
mortgage industry, or similar environment.Our Commitment:Contact
Government Services (CGS) strives to simplify and enhance
government bureaucracy through the optimization of human,
technical, and financial resources. We combine cutting-edge
technology with world-class personnel to deliver customized
solutions that fit our client's specific needs. We are committed to
solving the most challenging and dynamic problems.For the past
seven years, we've been growing our government-contracting
portfolio, and along the way, we've created valuable partnerships
by demonstrating a commitment to honesty, professionalism, and
quality work.Here at CGS we value honesty through hard work and
self-awareness, professionalism in all we do, and to deliver the
best quality to our consumers mending those relations for years to
come.We care about our employees. Therefore, we offer a
comprehensive benefits package.
- Health, Dental, and Vision
- Life Insurance
- 401k
- Flexible Spending Account (Health, Dependent Care, and
Commuter)
- Paid Time Off and Observance of State/Federal HolidaysContact
Government Services, LLC is an Equal Opportunity Employer.
Applicants will be considered without regard to their race, color,
religion, sex, sexual orientation, gender identity, national
origin, disability, or status as a protected veteran.Join our team
and become part of government innovation!
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Keywords: CGS Federal (Contact Government Services), Chantilly , Knowledge-Based Content Manager, Executive , Washington, Virginia
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