General Description Responsible for creating, updating, consolidating, and standardizing procedural documentation for the Service Operations organization. Ensures procedures comply with industry standards, regulations, company policies, and department writing standards. Collaborates with stakeholders to gather and share information while supporting multiple documentation projects. Key Responsibilities Develop, write, and revise procedures for clarity, consistency, and accuracy Collaborate with subject matter experts and cross-functional teams Conduct research and interviews to gather process information Translate complex processes into user-friendly documentation Create visual aids including screenshots and process flow diagrams Manage document review cycles and approvals Track procedural updates for compliance, audit findings, and policy changes Maintain documentation aligned with system and process updates Provide status reporting on documentation projects Support implementation and distribution of finalized procedures Qualifications Bachelor's degree in English, Communications, Technical Writing, or related field 2+ years of experience in procedural or technical writing Experience in financial services, banking, or credit union preferred Strong knowledge of SOPs and process documentation Excellent written and verbal communication skills Strong organizational and time management abilities Proficiency in Microsoft Office (Word, Excel, PowerPoint, Teams, SharePoint)