Knowledgebase Specialist

Currently, we have an immediate opening for a Knowledgebase Specialist to join our team! The Knowledgebase Specialist manages and optimizes the credit union’s knowledgebase system to ensure accurate, accessible, and reliable information for all employees. This role manages content, simplifies complex policies and procedures, and collaborates with subject matter experts to keep information current. The Specialist supports new product and process rollouts by ensuring documentation is complete and ready at launch, and uses data and feedback to identify gaps, improve information architecture, and enhance overall employee efficiency.

Primary Responsibilities:

• Maintaining and optimizing the generative AI-based knowledgebase system and its integrated technologies to ensure accurate content delivery and preserve system integrity.
• Establishing and monitoring key performance indicators (KPIs) related to knowledgebase content accuracy, answer not found or error rates, as well as usage and engagement metrics. 
• Developing clear, accurate knowledgebase content that supports all employees in performing their roles effectively and reduces operational inconsistencies.
• Transforming complex policies and procedures into simple, easy-to-use learning resources, improving organizational understanding and shortening time to proficiency across teams.
• Researching, validating, and correcting inaccurate or outdated information by proactively partnering with subject matter experts to ensure all inputs feeding the knowledgebase remain current and accurate.
• Collaborating with cross-functional teams to ensure new products, system changes, and process updates are accurately documented and ready for use at launch.
• Applying knowledge governance and quality control standards to keep content compliant, current, and aligned with organizational and regulatory expectations.
• Analyzing usage data, feedback, and search behavior to identify knowledge gaps and improve information architecture, enhancing findability, usability, and overall employee efficiency.

 Basic Qualifications:

• Education: Bachelor’s degree 
• 3+ years of experience in knowledge management, documentation, content strategy, or operational support, preferably within a financial services or credit union environment.
• Strong writing, editing, and information-design skills with ability to translate complex topics into clear, simple language.
• Experience with knowledge management platforms 
• Working understanding of banking/credit union operations, lending processes, and regulatory considerations (e.g., Reg E, Reg Z, BSA, privacy).
• Ability to work collaboratively across technical and non-technical teams.

 Travel: 

• Travel up to 10% of the time to visit regional offices, attend meetings, conferences, training, and other work-related events.

Benefits:

We offer exceptional benefits to our employees, including:

• Competitive salary with a pay for performance bonus
• Fully paid Medical, Dental, and Vision benefits package for employees.
• Fully paid Life insurance, AD&D, short and long-term disability coverage
• 401k plan with a 3% safe harbor from the credit union and a matching program of up to 4%
• Education reimbursement of up to $5,250 annually, along with a 0% education loan assistance program
• Pet Insurance
• 4 weeks of PTO annually including 2 ½ days of float time.
• 9 paid holidays plus 2 half days

Join our team and make a meaningful impact on the lives of firefighters and their families. We value your skills, expertise, and commitment to serving the community. Apply today to become a part of our mission to strengthen our Fire Family and create a brighter financial future for our members.

Firefighters First Federal Credit Union is an Equal Employment Opportunity employer. We do not discriminate based upon race, color, religion, age, gender, marital status, physical or mental disability, medical condition, pregnancy, sexual orientation, gender identity or expression, national origin, veteran status, genetic information, or any other status protected under federal, state, or local law. Firefighters First Federal Credit Union is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources at careers@firefirstcu.org.