The Technical Writer will own the strategy, development, and governance of all internal documentation across the organization. This is a highly visible role partnering directly with operations, product, and leadership teams to bring clarity, consistency, and structure to complex processes. The position sits at the intersection of operations, compliance, and product innovation, ensuring all documentation, training materials, and communications are accurate, scalable, and aligned with regulatory and business requirements.
Key Responsibilities
- Own and drive enterprise-wide documentation strategy, including policies, procedures, job aids, and training materials
- Establish and enforce documentation governance, including version control, approval workflows, and archival processes
- Partner with operations leaders and subject matter experts to ensure accuracy and consistency across all documentation
- Collaborate with product teams to support system enhancements, product launches, and process changes with clear, user-friendly materials
- Develop training resources including onboarding materials, quick reference guides, and formal documentation
- Lead internal communications related to procedural updates, policy changes, and product releases
- Ensure all documentation aligns with regulatory requirements, investor guidelines, and internal controls
- Proactively identify documentation gaps and implement scalable solutions
- Support audit and compliance efforts by maintaining accurate, up-to-date materials
- Maintain centralized documentation repositories (e.g., SharePoint, Confluence, LMS platforms)
Qualifications
- 3+ years of experience in technical writing, documentation, or a related field
- Experience within mortgage or financial services strongly preferred
- Proven experience supporting product launches, system implementations, or operational change initiatives
- Strong ability to translate complex technical and operational processes into clear, concise documentation
- Familiarity with mortgage lifecycle (origination, processing, underwriting, servicing)
- Experience with documentation and knowledge management tools (SharePoint, Confluence, LMS)
- Strong organizational skills with a focus on version control and process discipline
- Excellent written and verbal communication skills with the ability to influence cross-functional stakeholders
- Self-starter with the ability to operate independently in a fast-paced, evolving environment