FSV Payment Systems is a leading provider of prepaid debit card solutions including payroll card, rebate/incentive, retail general purpose reloadable, government benefits and insurance benefits programs. FSV, a thirteen year-old financial technology company, is vertically integrated and manages all aspects of prepaid card programs for its corporate clients including program design, implementation, processing, operations and cardholder support.
As the Training Documentation Specialist , you will work with all key stakeholders to refine and augment the FSV Knowledge Base and will evolve and scale this application over time. You will achieve success as measured by increasing usage, relevancy, accuracy, helpfulness and satisfaction of the knowledge base across our internal and external user base. This success will then translate into efficiency and consistency in usage by the Cardholder Services Representatives (CSRs).
Actively manage the FSV Knowledge Base (KB), ensuring that the content is accurate, relevant, timely, user-intuitive, and easy to find.
Establish a functional KB style Format and maintain consistency of formatting.
Work closely with projects and work processes around Call Center tools and systems to ensure that the CSR’s workflow is efficient and effective.
Solicit ongoing feedback interdepartmentally as well as through client surveys, support touches, etc. to determine new content needs; liaise with FSV departments involved with new products and services, new clients, or risk management procedures.
Assist with the preparation and delivery of internal materials and resources, such as policy documents, process and work instructions, tip sheets, knowledge base materials, online learning modules, etc.
Coordinate and facilitate Call Center-wide training initiatives, including researching and coordinating training opportunities (e.g., webinars and workshops); and working with colleagues to present learning opportunities with a focus on CSR skills and competencies.
Provide ongoing reporting of all key metrics associated with KB on an interval basis (daily/weekly/monthly/quarterly/annual), to include trending user metrics in order to determine most-viewed pages, those most unhelpful, most helpful, etc., with an eye toward constant improvement.
Other duties as may be assigned on an ad hoc basis.
Bachelor's degree or the equivalent in years of experience in the Financial, Prepaid, or Cardholder Services call center environment
Minimum of three to five years of relevant work experience
Proficiency with Microsoft Office suite of applications
Proficiency in Adobe RoboHelp a plus
Strong organizational and research skills; ability to prioritize and manage multiple projects and tasks
Excellent oral and written communication skills to answer questions, facilitate communication across departments, and provide training to staff
Strong customer service orientation and the ability to interact effectively with diverse constituencies
Prior experience and familiarity with information architecture and database concepts preferred
Ability to facilitate and coordinate the development of training materials, tools, and approaches according to Call Center needs and best practices.
Flexible attitude and ability to interact with a diverse user community and changing environment; comfortable with and excited about being part of the driving force behind change management.
Close attention to detail and accuracy with a strong work ethic
Deadline driven and results oriented
Ability to maintain strict confidentiality and to handle sensitive information and material in a discretionary manner
FSV Payment Systems - 22 months ago