Procedure Writer Publisher 3

Company: Wells Fargo
Location: Chandler
Posted on: January 16, 2020

Job Description:

Job Description Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services, Marketing and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively. Wells Fargo Virtual Channels (WFVC) is part of the Payments, Virtual Solutions and Innovation (PVSI) business division. WFVC serves consumer and small business customers through digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs, and more. WFVC serves over 27 million customers through our digital channels and support over 5.8 billion customer interactions annually through digital and contact centers. The Role: The Quality Assurance Team supports the WFVC Contact Center Quality Assurance Program. The Procedure Writer/Publisher 3 will be responsible for creating, editing and publishing all process and procedure documents including technical writing for our Quality Assurance Program. The individual will ensure that all documentation created receives appropriate approvals and ensures QA processes and procedures remain in alignment with the lines of business and comply with legal and corporate regulations and requirements. Requires collaboration with multiple lines of business and ability to present documents for review at the senior level. Primary responsibilities for this role may include but are not limited to: * Driving strategy for documentation governance (recommending and implementing best practices) * Serving as a documentation SME and establishing/enforcing ongoing documentation standards for QA in support of overall Wells Fargo documentation and brand standards * Verifying all process and procedure documents are accurate and current (ongoing documentation quality control) * Managing changes as required for all documents (versioning, etc.) * Collaborating with the Change Management resources within the QA team to proactively identify documentation impacts and manage required changes accordingly * Completing documentation approvals by engaging the proper compliance resources and leadership as needed depending on the nature of the document * Managing the retention and storage requirements based on the records retention rules * Managing documents within Documentum and/or SharePoint depending on the state of the document (final/approved version versus working document) * Publishing final versions to appropriate location (Documentum, SharePoint, other) * Supporting QA Request for Information by providing the required documentation to peer QA resources * Engaging regularly with other QA SME's to document new or update existing processes and procedures * Challenging process owners and escalating to QA leadership if process/procedure gaps are discovered during process/procedure documentation sessions * Serving as a documentation/process/procedure SME for various QA initiatives or LOB initiatives that have a QA impact * Directing less experienced resources in support of QA initiatives Locations: Position open in Charlotte, NC, Chandler, AZ & Boise, ID Important Notes: * During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. If you are a Wells Fargo Team Member, in your Jobs Profile ensure that your email address is valid and updated to an address that can receive external emails outside of the banking network. Initial contact with you will be made via e-mail. Please check your e-mail regularly for updates. * Depending on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo Bank. Required Qualifications - 5+ years of technical documentation, publication, procedure writing, or business process writing experience Desired Qualifications - Intermediate knowledge of Open Text and other web based - Ability to prepare and present senior level communications - Knowledge and understanding of maintaining and updating SharePoint, Learning 2.0, Open Text or other content management/publishing platforms - Technical Writing experience, preferably in the banking industry - Knowledge and understanding of process flow or procedure writing - Experience designing content with consistent style, layout and format - Experience managing communications and documentation projects - Exposure to the Wells Fargo Virtual Channels (WFVC) Contact Center policies, processes, and procedures - Ability to interact with all levels of an organization - Ability to execute in a fast paced, high demand, environment while balancing multiple priorities - Content Management Systems experience - A BS/BA or higher in English or Journalism Salary Information The salary range displayed below is based on a Full-time 40 hour a week schedule. NC-Charlotte: Min: $58,600 Mid: $82,500 ID-Boise: Min: $58,600 Mid: $82,500 AZ-Chandler: Min: $58,600 Mid: $82,500 Street Address NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC ID-Boise: 3033 Elder St - Boise, ID AZ-Chandler: 2600 S Price Rd - Chandler, AZ Disclaimer All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act. Relevant military experience is considered for veterans and transitioning service men and women. Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation. Skills/Requirements Job Reference #: ******** Job Status: Date Posted: 1/9/2020 Pay Rate: Recruiter and Available Location Information -, Chandler, AZ 85224

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