Why Join Apple?

Apple FCU is deeply rooted in the community; we value and embrace workplace diversity. We believe our employees are our most valuable asset, so we are committed to providing professional development and assisting in career journeys. Apple FCU also offers a robust benefits package, including health; vision; dental; 401(k) contribution match; tuition reimbursement; guaranteed 11 federal holidays; paid time off; paid volunteer time; TEAM Bonus plan and much more.

Additional Workplace Highlights:

• Named Top Workplaces by the Washington Post 2023
• Named Top Workplace USA 2023
• Named American Banker Best Credit Unions to Work For 2022
• Diverse, friendly work environment, progressive management staff
• 21 branches in Northern Virginia with easy commuting distance

Job Duties:

Under general supervision, documents processes, communication plans, FAQs, job aids, workflows and business rules while advising on the establishment of standard processes for technical writing and documentation. Develop comprehensive documentation that meets organizational standards. Gain deep understanding of products and services, and translate complex information into simple, polished, engaging content. Write user-friendly content that meets the needs of target audience, turning insights into language for user success. Evaluate current content and develop innovative methods for improvement. Performs duties and responsibilities in accordance with The Apple Way principles, of Team Up, Serve with Purpose, Challenge Yourself and Own It. Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act. Performs other duties as assigned by the Resource Center Manger.

Essential Functions & Responsibilities:

• Review, edit and publish documents, workflows, job aids, FAQ's, eLearning courses, manuals and AppleNet (SharePoint) pages.

• Collaborates with project teams, business analysts, quality assurance and knowledge management to create documentation which establishes the alignment between member service business processes, and information technology.

• Utilizes structured interviews, observation, job-shadowing, and review of existing materials to understand and document processes, workflows, and business rules.

• Conduct needs assessment to identify knowledge base systems for support areas and front-line staff. In collaboration with other Subject matter experts as needed, develop content and update both knowledge bases. Train and coach other business units on authoring, reviewing and approving content. Subject matter expert for styles, standards, and best practices for content authoring. Monitors for consistency with processes to ensure one source of up-to-date knowledge. Monitors reporting and assists with system upgrades. Responds to help desk tickets and feedback from both knowledge base systems.

• Administrator for the DocuSign system, troubleshoots and assists with system upgrades, help desk tickets, user creation and training, reporting, managing the platform to promote engagement. After vetting forms with form owners and a Marketing review, converts forms into templates for users. Subject matter expert for other administrators and users of the digital signing platform.

• Identifies and suggests resolutions to processes and documentation gaps. May provide input on future use of technology and business process improvements.

Knowledge and Skills:

Experience & Education:

• a bachelor's degree, two years' experience as a technical writer documenting and/or writing procedures and technical workflows. Or with a high school diploma or associate degree, four years' experience as a technical writer documenting and/or writing procedures and technical workflows.
• services industry experience desired.
• providing technical writing as a service to multiple functional areas.
• expertise using multiple software and graphics packages including Microsoft Word, Visio, Teams, Confluence, Lucid Chart, Adobe InDesign and PowerPoint.
• have strong writing and editing skills (grammar, usage, mechanics, and spelling).

Interpersonal Skills:

Must possess excellent interpersonal and communication skills.

Other Skills:

• verbal and written communication skills is required.
• analytical and problem-solving skills.
• attention to detail.
• ability to quickly learn and understand complex subject matter.
• in writing documentation and procedure manuals for various audiences.
• to manage multiple tasks and provide courteous and timely member service.
• proficient, including MS Office Suite.

Physical Requirements:

The ability to lift 25 lbs. and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc.

Work Environment:

• telephone, email and chat contact.
• to function in remote work environment.
• to function in a financial institution environment.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

*** Apple Federal Credit Union values, encourages, and implements diversity in the workplace.

As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.

All selected candidates will be subject to credit and background checks to determine employment eligibility. ***