Who we are...

COCC delivers complete enterprise processing solutions to financial institutions throughout the northeastern United States. Listed among American Banker's FinTech 100 and the Inc. 5,000 fastest growing companies in the nation, COCC inspires the industry with innovation and top quality support. Designated as a Top Workplace in Connecticut, COCC recognizes employees as the core of our success! COCC offers a progressive training program to support employees in personal and professional development.

What we need...

A Knowledge Content Manager to join our client services team! This role will be responsible for optimizing the self-service experience for client institutions, as well as internal service teams. The Knowledge Content Manager will implement a knowledge base framework that organizes complex topics into discoverable and consumable content. They will also be tasked with building a process to evaluate usage and effectiveness of content. The ideal candidate will be an exceptional writer with a passion for effective communication.

What’s in it for you…
COCC offers a unique and collaborative experience as you grow your career with us and all of the benefits you’d expect from an award-winning employer plus:

• A hybrid schedule allowing you the flexibility to balance your work/life needs
• A customized training plan to successfully onboard you through your first year
• A robust employee training and development program aligned with career pathing objectives
• Generous PTO offering as well as competitive pay and benefits
• On-site fitness center / off-site fitness/wellness reimbursement
• Tuition Reimbursement
• One-on-one career coaching
• Financial planning assistance with certified professionals
• Fun employee events such as company outings, trivia, sports leagues wellness events
• Peer recognition programs

What you’ll do:

• Collaborate with subject matter experts, across various business areas, to:
  • Identify knowledge gaps
  • Write and maintain knowledge base articles for internal and client use
  • Communicate best practices for content creation
• Perform review and modification of articles to ensure content accuracy and relevance
• Develop metrics to evaluate self-service channel usage/content effectiveness and present to management
• Create and execute processes to address low performing content

What you'll bring:

• Bachelor’s degree is preferred for this role but will consider appropriate work experience and/or relevant certifications.
• 3 to 5 years financial technology experience is a plus
• 3 to 5 years banking experience is a plus
• 3+ years technical communication experience preferred
• Excellent verbal and written communication skills are required
• Ability to build collaborative relationships
• Ability to identify and seek needed information/research skills
• Self-starter who can work at a fast pace
• Detail oriented
• Knowledge of content management applications is preferred
• Experience with ServiceNow Knowledge Base is a plus

Salary range is $70000 to 90000 / yearly

COCC is committed to maintaining a drug-free workplace. All applicants are required to pass a credit, background, and substance test prior to employment. COCC procures background and consumer reports in compliance with all Federal and State regulations, including The Fair Credit Reporting Act and CT Department of Labor laws regarding pre-employment screens. COCC is an equal opportunity employer committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

Accessibility - If you’re a job seeker with a disability and require accessibility assistance or an accommodation to apply for one of our jobs, please let us know by calling 860-678-0444 or emailing TalentManagement@cocc.com. Please specify the help you need and we’ll be happy to get back to you!