Overview

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring a (Remote) Senior Technical Writer/Conversation Designer at our Eugene, Oregon; Omaha, Nebraska or San Antonio, Texas service center. The primary purpose of this position is to support the Knowledge Management (KM) team, developing, authoring, editing, and coordinating updates to chatbot/Generative AI services and continually evolving databases of content for use by PenFed staff and members through PenFed websites, online banking platform, and mobile app.

This position is Remote within 100 miles of job location.

Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Research, author, edit, and maintain complex system documentation, industry topics, processes, regulations, and internal policy, adding clarity and making information accessible to various internal and external audiences and optimized for use with Large Language Models (LLMs).

• Design, develop, and implement updates to chatbot and Generative AI services, including the development of Natural Language Processing (NLP) models, support flows, automated data capture, and other aspects of chatbot and Generative AI services.

• Perform independent testing and analysis of processes to create effective documentation and provide enhancement recommendations to product and process owners.

• Coordinate and refine development requirements and with business analysts, product owners, process owners, and other stakeholders to ensure successful and timely project delivery.

• Collaborate with users, subject-matter experts (SMEs), product owners, and others to write and edit documentation and ensure content meets all user needs and applicable standards.

• Analyze documentation and chatbot metrics, identifying patterns and recommending innovative solutions that improve business outcomes.

• Edit content created by other business units in a Knowledge-Centered Service (KCS) model, ensuring adherence to technical writing standards and best practices.

• Communicate significant changes to knowledge base content and chatbot/AI services to all PenFed organizational members.

• Adopt our writing practices, processes, and styles, but suggest improvements that enable writers and knowledge contributors to publish content with consistent voice and style ideal for our audiences.

• Mentor and coach other writers, documenting and providing actionable feedback on individual performance.

• Make recommendations on assigned employee hires, promotions, action plans, and similar actions.

• Assist with maintaining PenFed’s compliance with all applicable federal, state, and local laws, regulations, and ordinances by abiding by PenFed compliance program and all policies, procedures, rules, and regulations.

Qualifications

An equivalent combination of education and experience is considered.

• Bachelor's Degree in a related field (technical writing, rhetoric, and similar) required.

• Minimum of eight (8) years of technical writing and editing experience required.

• Minimum of two (2) years’ experience with Natural Language Processing (NLP) required.

• Minimum of two (2) years of experience in financial services preferred.

• Advanced knowledge of technical writing and editing best practices required.

• Practical experience with Knowledge Management concepts required.

• Strong oral and written communication skills.

• Strong analytical, interpersonal, and decision-making skills.

• Knowledge of financial institution structure, products, policies, and procedures preferred.

• Experience with Salesforce preferred.

Supervisory Responsibility

This position will mentor junior-level employees.

Licenses and Certifications

Salesforce Administrator certification preferred.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.

Travel

Ability to travel to various worksites and be on-call may be required.

About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.8 million members and over $36 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment OpportunityPenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.