Sr. Knowledge-Based Content Manager
Employment Type: Full-Time, Mid-Level
Department: FHA/Mortgage
CGS is seeking a Knowledge-Based Content Manager to be responsible for ensuring the accuracy and completeness of all articles in the KB solution. The KB Content Manager surveys employees for KM solution suggestions and stays abreast of mortgage industry updates and changes that will require modifications to the KM solution.
CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.
Skills and Attribute for Success
Work in close communication with the Quality and Training Manager and Operations Manager to ensure training materials and SOPs are up to date with current KM solution content.
Participates in calibration sessions and analyzes Tier 3 escalations for knowledge article updates or additions to improve First Contact Resolution and reduce Tier 3 escalations.
Strong knowledge of FHA home mortgage programs
Effective written and verbal communication skills
Excellent computer skills
Excellent organization skills and time management
Ability to excel in a team-work environment and successfully interact with other functional areas.
Ability to be flexible, adapt, and support changes to systems and processes
Ability to work under pressure and stress generated by deadlines and day-to-day operational demands.
Detail oriented
Experienced and skilled at effectively providing and receiving constructive feedback.
Ability to analyze and develop concise knowledge-based articles and training material.
Ability to effectively manage support staff.
Qualifications
Minimum experience requirements:
Five years of direct experience with Single Family FHA origination policies and procedures.
Five years of quality assurance or quality control experience in a call center, mortgage industry, or similar environment.
Three to five years or residential mortgage finance industry experience.
Three to five years management experience in a call center, mortgage industry, or similar environment.
Our Commitment:
Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems.
For the past seven years, we’ve been growing our government-contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.
Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come.
We care about our employees. Therefore, we offer a comprehensive benefits package.
· Health, Dental, and Vision
· Life Insurance
· 401k
· Flexible Spending Account (Health, Dependent Care, and Commuter)
· Paid Time Off and Observance of State/Federal Holidays
Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Join our team and become part of government innovation!
Explore additional job opportunities with CGS on our Job Board:
Phone: +1 (888) 680-5916
