Documentation Specialist

Job Description:

General Function/Summary:

The Documentation Specialist role is responsible for creating, organizing, and maintaining all operational documents, including policies, SOPs, workflows, training materials, and process manuals. This role ensures that all documentation is accurate, up-to-date, and compliant with internal standards and external regulations. The Documentation Specialist plays a key role in enhancing operational efficiency, managing regulatory compliance, and providing clear, accessible guidance to staff across multiple business units, including Telesales, Customer Service, Back-office, and Collections.

Essential Duties:

• Create, write, and revise various operational documents, including SOPs, process flows, manuals, and training materials.

• Work closely with subject matter experts (SMEs) across departments (e.g., legal, compliance, EPMO, marketing, credit risk) to gather and interpret complex information for documentation.

• Manage and maintain the organization's document management system to ensure proper storage, indexing, and easy access to documentation.

• Ensure all documentation complies with federal, state, and internal regulatory standards, including those related to financial reporting and data security.

• Oversee version control, document revisions, and approval workflows to ensure accuracy and compliance.

• Perform regular audits and quality reviews of documentation to identify and address errors, inconsistencies, or compliance gaps.

• Facilitate the review and approval process for new and updated documents with key stakeholders.

• Provide training and guidance to vendor agents on document management processes and documentation use.

• Identify process improvement opportunities and implement solutions to enhance documentation efficiency and accuracy.

• Develop and deliver reports on document status, audit results, and compliance to management.

• Assist with document retrieval and respond to internal and external audit requests.

• Other duties as assigned.

Minimum Education and Experience Required:

• High school diploma, GED, or equivalent experience

• 2–3 years of experience in a documentation, quality assurance, or operational role within a financial services or other highly regulated industry

• Proficiency with document management and content management systems (e.g., SharePoint)

• Familiarity with financial terminology and the regulatory landscape is highly desirable

• Excellent time management, organizational, written and verbal communication skills

• Proficient with Microsoft Office programs

• Ability and willingness to consistently live and embrace our core values of accountable, inclusive, transparent, and focused