Documentation Specialist II

Job Description

General Summary

The Documentation Specialist II develops, maintains, and governs operational documentation that supports Customer Solutions customer-facing staff to include Customer Service, Collections, System Exceptions, Back Office, Fraud, and Recovery. This role is responsible for translating complex processes, system functionality, and policy requirements into clear, accurate and user-friendly documentation within Salesforce Knowledge, the enterprise knowledge management system.

Operating with a high degree of autonomy, the Documentation Specialist II partners closely with Operations, Product, Compliance/Legal, Product Shared Services, Application Development, Training, and Subject Matter Experts (SMEs) to ensure all documentation is accurate, timely, compliant, and aligned with company standards and regulatory requirements. In addition to content development, this role owns documentation lifecycle management, supports change enablement through agent communications, performs knowledge system administration, and analyzes documentation effectiveness to drive continuous improvement in the agent and customer experience.

Principal Duties And Responsibilities

Documentation Development and Governance

• Develop, edit, and publish procedural documentation, process flows, system navigation guides, and reference materials that standardize customer-facing operations
• Translate system enhancements, business process changes, and regulatory updates into clear, actionable documentation for frontline agents
• Apply documentation standards, templates, and plan-language best practices to ensure content is consistent, easy to understand, and usable in a fast-paced contact center environment
• Own documentation lifecycle management, including version control, periodic reviews, updates, and retirement of outdated content
• Ensure alignment and consistency across all documentation related to the same processes, and products, or customer interactions
  
  

Collaboration and Change Enablement

• Parter with business owners, product owners, SMEs, Compliance/Legal, and Training to gather requirements and validate documentation accuracy
• Service as a liaison across functional teams to support operational readiness for system releases, policy changes, and process updates
• Support AI-enabled and agent facing technology initiatives by participating in requirements reviews and User Acceptance Testing (UAT) to validate documented processes against system functionality, identify documentation or process gaps, and ensure documentation updates align with call center workflows
• Develop and manage agent communications and alerts related to procedural, policy, and system changes, ensuring timely awareness and adoption
  
  

Knowledge Management System Administration

• Serve as a functional administrator for Salesforce Knowledge, including maintenance of article types, workflows, roles, permissions, and approval processes
• Maintain taxonomy, metadata, and organizational structures to optimize content searchability and usability
• Manage feedback functionality and partner with stakeholders to address content issues or enhancement requests
• Support maintenance and administration of related learnings in knowledge platforms (e.g., Percipio) as required
  
  

Work Request Intake and Prioritization

• Support the Sr. Director of Operations Readiness in managing documentation and training work requests, including reviewing submissions, validating scope, and ensuring appropriate supporting materials are provided
• Assist in prioritizing and assigning work requests based on complexity, urgency, and resource capacity
• Service as backup for assigning work requests to Documentation Specialists and Trainers, and manager assigned projects to ensure timely completion
  
  

Reporting, Analysis and Continuous Improvement

• Maintain and analyze knowledge management reporting, including article usage, search effectiveness, feedback trends, and agent engagement metrics
• Communicate insights to key stakeholders and recommend documentation improvements based on data and agent feedback
• Facilitate focus groups or feedback sessions, when needed, to evaluate content usefulness and identify opportunities for improvement
• Support audit and regulatory requests by providing accurate, current documentation and reporting as needed
  
  

Professional Credibility and Expertise

• Serve as a subject matter expert recourse for documentation standards, knowledge system functionality, and best practices
• Provide guidance and consultative support to stakeholders seeking to improve clarity, consistency, and effectiveness of operational documentation
• Maintain strong working knowledge of internal business processes, products, and regulatory requirements affecting Customer Solutions
  
  

Experience And Education

• Associates degree business-related field, or equivalent experience
• 2 to 3 years’ experience as a technical writer, or equivalent experience, or 3 to 4 years’ experience in training with experience in a customer service type role within financial related industry, either face to face or on the phone
• Experience converting informal communications and documentation into an articulate, concise finished product for publication
• Proficient in content creation and maintenance of Knowledge functionality within Salesforce.com
• Proven reporting and documentation experience
• Proficient in MS Word, Excel, PowerPoint, and Visio
  
  

Skills, Abilities, And Core Traits

Communication and Collaboration

• Strong written communication skills with ability to explain complex information clearly for end users
• Ability to build trusted partnerships and work effectively across multiple functional teams
  
  

Analytical and Problem-Solving

• Strong analytical skills to identify gaps, inconsistencies, and improvement opportunities in documentation and processes
• Ability to translate information from multiple sources into accurate, actional content
  
  

Execution and Ownership

• High attention to detail with the ability to manage multiple priorities and deadlines
• Ability to work independently, take initiative, and follow work through to completion
• Strong planning and organizational skills with structured, disciplined approach to work
  
  

Customer and Compliance Focus

• Demonstrated customer-centric mindset with a strong focus on the agent and customer experience
• Commitment to accuracy, integrity, and adherence to regulatory and company standards
  
  

Professional Attributes

• Adaptability and flexibility in a fast-paced, changing environment
• Humility, curiosity, and willingness to learn and continuously improve Professional judgment and integrity in delivering results and communicating outcomes
  
  

California Employee Privacy Policy | Family & Medical Leave Act | Employee Polygraph Protection Act |E-Verify

Elevate is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.