Contact Government ServicesCS

Sr. Knowledge-Based Content Manager

Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources, combining cutting-edge technology with world-class personnel to deliver customized solutions.

Contact Government Services

Employee count: 51-200

United States only
Sr. Knowledge-Based Content Manager Employment 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. CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.Skills and Attribute for SuccessWork 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 programsEffective written and verbal communication skillsExcellent computer skillsExcellent organization skills and time managementAbility 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 processesAbility to work under pressure and stress generated by deadlines and day-to-day operational demands.Detail orientedExperienced 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.QualificationsMinimum experience requirements: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 or 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!Explore additional job opportunities with CGS on our Job Board:https://cgsfederal.com/join-our-team/For more information about CGS please visit: https://www.cgsfederal.com or contact:Phone: +1 (888) 680-5916Email: [email protected]

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Full Time

Experience level

Senior
Manager

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United States +/- 0 hours

About Contact Government Services

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At Contact Government Services (CGS), our core mission is to simplify and enhance government operations by optimizing human, technical, and financial resources. We are driven by a commitment to tackle the most dynamic and challenging problems faced by government agencies, combining cutting-edge technology with world-class personnel to deliver customized solutions tailored to specific needs. Our culture is built on a foundation of bringing motivated, highly skilled, and creative individuals together who are passionate about government innovation and success. We believe this is a critical time for government to reinvent itself through technological evolutions, and CGS is dedicated to being a partner in that transformation. Our teams of technologists, consultants, and project managers collaborate closely with agencies to understand their unique requirements and identify opportunities for innovation.

A deep-seated empathy for public service is integral to our approach; we care as much about an agency's success as they do. This dedication is reflected in our commitment to honesty, professionalism, and delivering high-quality work, which has allowed us to build valuable partnerships over the years. We foster an environment where our employees feel supported and encourage their professional growth through various learning opportunities. We seek individuals with a fire in them – those who hear a problem and are immediately driven to find a solution, who genuinely want to see government succeed. This proactive, solution-oriented mindset defines our team of smart, technical people who are dedicated to making a difference. Our strategic locations in Washington D.C. and proximity to Silicon Valley ensure we are both accessible to government entities and at the forefront of technological advancements. Furthermore, our ISO 27001 certification underscores our significant investment in a robust Information Security Management System, designed to identify, manage, and mitigate environmental risks effectively.

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Contact Government Services hiring Sr. Knowledge-Based Content Manager • Remote (Work from Home) | Himalayas