Technical Writing (PSPs)

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Purpose 

The CS Technical/Procedure Writer is a subject matter expert on our products and services responsible for writing clear and concise instructions for users and front-line call center agents. This role is responsible for identifying, researching, writing, validating, and obtaining approvals to publish procedures, work instructions, and online FAQ’s in support of Zelle® and our FCRA consumers. Working with the respective document owners to reconfigure documents and ensure procedures and knowledge articles are submitted timely. 

Essential Functions 

• Responsible for upgrading and rewriting procedures and online knowledge articles.  Create new policies as needed to ensure compliance with applicable regulatory requirements. 
• Works with business line managers to develop new or revisions of existing policies and procedures as new bank products or services are offered, new lines of business are initiated, or new regulatory requirements are published. 
• Works with Technology, Product and Fraud Risk management to validate accuracy of knowledge articles and make revisions as necessary.  
• Advocates for the Consumer Experience by listening to front line agent calls to identify any article gaps and write articles to improve the consumer experience. Periodically interviews front line agents for opportunities.  
• Serves as a subject matter expert on Early Warning products and servicing expectations. 
• Works closely with Legal and Compliance to ensure all applicable regulatory requirements are included in appropriate policies and procedures, including but not limited to, UDAAP, FCRA and Complaints management.  
• Ensure all procedures and articles are aligned with the corresponding policies.  
• Responsible for appropriately utilizing internal record management systems to manage documents, including maintenance, approval processes and records retention.  
• Support the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data. 

Minimum Qualifications 

• Typically a minimum of five or more years of related policy and procedure management experience  
• Prior experience in financial institution credit bureau reporting, deposits management and/or call center operations with a strong experience in consumer conversations. 
• Excellent verbal and written communication skills with an emphasis on proficiency in written communications/documents.  Strong attention to detail including ability to accurately edit written documentation. 
• Demonstrated project management experience managing projects cross-functionally. 
• Education and/or experience typically obtained through the completion of a bachelor’s degree. 
• Background and drug screen. 

Preferred Qualifications 

• Salesforce, Lockpath or other procedural management systems preferred.  
• Three to five years of related contact center experience preferred  

Physical Requirements

Working conditions consist of a normal office environment.  Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours.  Work may require occasional standing, walking, kneeling, and reaching.  Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently.  Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers.  Requires the ability to communicate with internal and/or external customers.

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

The base pay scale for this position in:
Phoenix, AZ/ Chicago, IL / Washington, DC in USD per year is: $84,000 - $105,000.

Additionally, candidates are eligible for a discretionary incentive plan and benefits.

This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate’s education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.

Some of the Ways We Prioritize Your Health and Happiness 

•  Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.

• 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.

• Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.

• 12 weeks of Paid Parental Leave

• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process!

Early Warning Services, LLC (“Early Warning”) considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees. 

Early Warning Services LLC is a proud participant in E-Verify, a federal program to help ensure a legal and authorized workforce. As part of our hiring process, we electronically verify the employment eligibility of all new hires through E-Verify. For more information on your rights and responsibilities under E-Verify please visit Home | E-Verify.