About the Role
This position is tasked with the design, development, implementation, and monitoring of training programs, documentation and workflows that meet or exceed customer requirements. This role will design, develop and deliver effective and engaging classroom-based and virtual training in support of business objectives. The position will also independently plan, develop, and release timely, accurate and high-quality documentation and workflows. This role will effectively communicate all documentation and workflow changes or modifications to appropriate management staff. Will be comfortable with additional training team responsibilities and tasks, such as learning management system (LMS) administration and other special projects as necessary.
Essential Functions / Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
- Review, write, restructure, and revise existing content to provide the most favorable user-focused experience
- Participate in documentation planning with product teams and other partners to define writing projects and determine priorities in real-time
- Produce, test, and continuously improve documentation that is clear, complete, concise and effective. Expectations include help desk articles, in-app product walkthroughs, video tutorials, and other forms of documentation
- Work hands-on with features to test functionality, provide usability feedback, and improve designs
- Collaborate with project team members on the various copy components that are involved with the project (this may include reviewing in-app copy, helping compose transactional email copy, scripts for video tutorials)
- Identify user needs using data and feedback across multiple teams/stakeholders (Client Success, Implementations, Support)
- Follow standardized terminology across content types to ensure and uphold consistency
- Deliver ACES Training to ACES clients, partners and employees in both virtual and classroom environment
- Mentor and coach training participants
- Own the administration and management of assigned classes (logistics, attendance, setup, etc.)
- Become a Subject Matter Expert for ACES
Qualifications & Competencies
- Background in B2B or SaaS writing strongly preferred.
- Direct experience using or administering ACES strongly preferred
- Experience designing and delivering customer-facing and technical documentation.
- Experience using and following editorial standards, such as a style guide.
- Experience using multiple documentation tools to write, format, manage, and publish high-quality content.
- Experience producing/editing video tutorials to help users learn and maximize value from the platform.
- Experience training internal (employees) and external (customers and partners) stakeholders on how to administer, configure, and integrate enterprise software products
- Experience working with FreshDesk or similar content authoring tools for knowledge base articles
- A proactive and open-minded attitude to resolving problems and delivering results.
- Have used, or are familiar with video editing software such as Camtasia.
- Have used in-app workflow tools such as Appcues, or similar tools.
- Strong organizational and time management skills, with ability to multitask
- Strong work ethic and personal accountability
- Maintain proficient knowledge of standard mortgage operating procedures and knowledge of standard banking and credit union operating procedures
Required Education and Experience
- Bachelor's degree in English, technical writing, computer science or a related field required
- 3-6 years of experience as a software technical writer
- Strong knowledge of Microsoft Office and Google Suite
- 5-10 years of mortgage origination, servicing, or consumer banking experience
- Strong knowledge of Microsoft Office and Google Suite
- Working knowledge of Black Knight’s Mortgage Servicing Platform (MSP™), Encompass® Loan Origination System, and/or a primary core banking software required
Supervisory Responsibilities
Not Applicable
Travel Required
10%-25% travel. Potential travel includes client sites, MBA or other industry conferences, and ACES Quality Management sponsored functions such as the ACES Power User Summit.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Interested? Please submit your resume and cover letter to: sreichhardt@acesquality.com and add the words “Trainer and Technical Writer” to the subject line.
Salary Range is $90,000 to $115,000 with bonus
Our benefits include medical/dental/vision benefits, short/long term disability, supplemental life, parental leave, unlimited PTO, and 401K.
Work Authorization: Must be authorized to work in the US
We are an Equal Opportunity/Affirmative Action Employer. We will consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status. We celebrate diversity and are committed to creating an inclusive environment for all employees.
About ACES Quality Management
ACES Quality Management, formerly known as ACES Risk Management (ARMCO), is the leading provider of enterprise quality management and control software for the financial services industry. The nation’s most prominent lenders, servicers and financial institutions rely on ACES Quality Management & Control® Software to improve audit throughput and quality while controlling costs, including: 3 of the top 5 and more than 50% of the top 50 independent mortgage lenders; 7 of the top 10 loan servicers; 11 of the top 30 banks; and 1 of the top 3 credit unions in the USA.
Unlike other quality control platforms, only ACES delivers Flexible Audit Technology, which gives independent mortgage lenders and financial institutions the ability to easily manage and customize ACES to meet their business needs without having to rely on IT or other outside resources. Using a customer-centric approach, ACES clients get responsive support and access to our experts to maximize their investment.
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