Documentation & Communication Specialist

WHY Jewelers Mutual:
We are a financially secure, exceptionally positioned, and intellectually curious company driven by our core values of Agility, Accountability and Relevancy! We continue to raise the tide of the jewelry industry we've served since 1913 through our innovative people, our unyielding customer commitment, and evolution of our products and services to be the most trusted advisor to all we serve.
With a generous benefits package, office locations throughout the United States, and a mantra of "making your mark today", consider evolving your career and shining bright with Jewelers Mutual Group!
SUMMARY
The Documentation and Communication Specialist will oversee the standardized procedures and communications for Customer Care.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Create and oversee standardized procedures and communication processes to follow when processes are implemented or changed.
• Establish and manage dependencies in processes and documentation.
• Collaborate with teams and other departments to ensure consistent, effective, and efficient processes that enhance the customer experience.
• Develop, coordinate, maintain, and assist with the creation of all department documents and communication, including but not limited to: SOPs, Newsletters, Emails, and training documents.
• Manage Customer Care SharePoint (and future knowledge base systems).
• Train staff on using the knowledge base.
• Adhere to regulatory requirements
• Drive consistency and accuracy in all communications.
• Provide clear, constructive feedback on processes, documents, and communication.
• Help facilitate change, maintain a positive work environment, and promote an ongoing learning culture.
• Regular predictable hours are required.
• Must be capable of becoming proficient in the Guidewire product suite.
• Utilizes exceptional writing, editing, and proofing skills.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
LEADERSHIP RESPONSIBILITIES
None
QUALIFICATIONS

• High school degree required. Secondary education preferred.
• 1 year of customer service or related work experience required.
• An equivalent combination of education and/or experience may be considered.
• General insurance and jewelry industry knowledge gained through courses and continuing education preferred.
• Proficiency in Word, Excel, PowerPoint, Outlook, Visio, and Adobe.
• Knowledge of Jewelers Mutual Products and Customer Care processes and procedures preferred.
• Attention to detail.
• Excellent written and verbal communication.

CERTIFICATES, LICENSES, REGISTRATIONS
None
PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.
• Occasionally required to stand; walk; use hands to finger, handle, or touch objects or controls; and talk or hear.