Operations Technical Writer

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:
The Operations Technical Writer creates, edits, and proofreads effective and engaging CrossCountry Mortgage (CCM) company documents (SOPs, job aids, workflows, etc.) that support business needs. This role collaborates with department leaders and subject matter experts to plan, design, create, test, and implement new workflows that support business and training needs. The Operations Technical Writer adds clarity to complex topics and applies instructional design elements to new and existing training material. This role also includes administrative tasks and additional responsibilities as needed. 

Job Responsibilities:
•    Prepare, review, and send company-wide communications.
•    Create, edit, write, and proofread technical documentation, such as Standard Operating Procedures, job aids, workflows, new or updated products, investor guidelines, compliance requirements, system enhancements, policies, and new or updated processes. 
•    Provide oversight to ensure intranet content and company communications are up to date and aligned with overall company strategies.
•    Communicate regularly with internal departments and stakeholders when new documents and revisions are available.
•    Continuously review operations content on company intranet to identify items that require new or updated documentation.
•    Attend project meetings to identify potential workflow needs for new system implementations and begin testing and drafting process. 
•    Conduct routine system testing and collaborate with managers to understand requirements and addressable gaps.
•    Work alongside subject matter experts and department leaders to design and develop high quality, effective learning and training materials.
•    Evaluate existing company training and make recommendations for revisions and enhancements.
•    Adhere to CCM’s style guide and brand guidelines, ensuring high-quality, error-free documents are produced. 
•    Work within brand and publishing standards.
•    Ensure that all information presented to the company is accurate and up to date.
•    Acquire and maintain a detailed knowledge of CCM’s policies, principles, and strategies, and keep up to date with relevant developments.
•    Stay up to date with compliance and industry-related legal rules and guidelines.
•    Maintain collaborative relationships with peers, SMEs, and all levels of management across the organization.
•    Perform additional duties as assigned.

Qualifications and Skills:
•    Bachelor’s degree or equivalent combination of education and experience.
•    Experience with all mortgage loan types (conventional, FHA, VA, USDA, Jumbo, Non-QM, bond, etc.).
•    Understanding of the mortgage lending function.
•    Experience with imaging tools (SnagIt), preferred. 
•    Experience with Encompass LOS, preferred.
•    Advanced resourcefulness and attention to detail to devise strategic solutions to problems.
•    Advanced project management and time management skills to work on multiple projects simultaneously.
•    Excellent communication skills.
•    Excellent organizational and prioritization skills.
•    Skill in working independently with minimal supervision.
•    Advanced proficiency in Microsoft Office (Word, Outlook, PowerPoint, Excel).

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills