Technical Procedure Writer

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

11801

Grade:

20S

Status:

Exempt

POSITION AND PURPOSE

Responsible for independently designing, developing, and implementing procedural documentation strategies that have a measurable impact on business operations across multiple units. Exercises advanced intellectual analysis, discretion, independent judgment, and the authority to make strategic decisions on significant matters. Leads multiple documentation projects, sets priorities, and resolves complex issues with minimal supervision. Conducts independent research and interviews subject matter experts. Supports and advances multiple writing projects concurrently. Tracks and reports project status, monitors process changes, and resolves issues related to procedural documentation.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You are a strategic and analytical procedural documentation professional who excels at transforming complex business processes and regulatory requirements into clear, actionable guidance. You thrive in a fast-paced environment, independently managing multiple projects while influencing operational efficiency, compliance, and service quality across the organization. You are skilled at collaborating with stakeholders at all levels, conducting thorough research, exercising sound judgment, and delivering accurate, user-focused documentation that supports business objectives and regulatory compliance.

THE WORK

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Makes strategic decisions related to content sets, user experience, quality, and training.

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Acts as a subject matter expert for procedural writing and/or credit union and banking processes.

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Independently determines documentation structure, standards, and content to support organizational objectives and regulatory compliance.

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Influences operational efficiency, regulatory compliance, and the quality of service across Golden 1 (Operation, Member Service Contact Center, Compliance, and Retail).

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Exercises discretion and independent judgment in interpreting complex regulatory requirements and translating them into actionable documentation.

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Leads documentation projects from inception to completion with minimal supervision, including developing project plans, setting priorities, and resolving complex issues.

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Develops and maintains relationships with subject matter experts, supervisors, managers, and senior leaders.

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Develops, writes, and revises assigned procedures for clarity, conciseness, consistency, and accuracy.

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Obtains required background information through research and interviews with business process owners, managers, supervisors, and frontline staff.

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Translates complex, non-standardized process information into easily understandable procedural content for multiple audiences.

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Creates and edits screenshots, process flow diagrams, and other visual aids, as required.

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Submits draft documentation to peers and writing manager for further review or edits.

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Effectively and independently manages review processes, communications, and required resources for assigned projects.

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Tracks and updates procedures for compliance and audit findings, regulatory changes, and internal process or policy updates, as required by business units.

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Assesses and incorporates any system-wide changes that impact documentation.

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Assists in implementing approved procedures by coordinating the distribution of documents to staff and responding to any questions that may arise.

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Maintains complete and accurate project status reporting for assigned projects and deliverables.

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Obtains and maintains a thorough knowledge of credit union policies and procedures, products and services, systems, and software, as needed.

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Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.

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Maintains ongoing professional development.

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Participates in ad hoc project teams.

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Performs other duties as assigned.

QUALIFICATIONS

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Bachelor’s Degree in English, Communications, Technical Writing, or related field. required

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5+ years in writing procedural documentation, preferably in the financial services industry. preferred

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Knowledge banking and/or credit union products and services as well as operational procedures.

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Familiarity with banking/credit union data processing, operating, and training systems and/or software such as LoansPQ, Teller Navigator, DataSafe, and Fiserv.

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Familiarity with internal collaboration tools and knowledge bases.

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Advanced technical writing skills with a user-centric orientation.

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Strong oral and written communication skills.

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Superior organizational and time management skills.

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Customer service skills.

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Proficient in MS suite of products/solutions (Teams, Outlook, Excel, PowerPoint, Word, SharePoint, ConvergePoint,).

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Basic skills to operate standard office equipment such as electronic banking equipment, personal computers and ten keys.

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None required

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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Collaborates Across Teams - Works well within the team Solves Problems Proactively

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Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

All levels

EXTERNAL:

Golden 1 Members

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.