Digital Banking Knowledge Based Content Analyst, AT

ESSENTIAL DUTIES & RESPONSIBILITIES

Content Development:

• Develop and maintain high-quality, engaging content for the Bank's knowledge base, ensuring it is accurate, up-to-date, and easily accessible.
• Collaborate with various departments, subject matter experts and utilize all internal resources to gather information, to ensure accuracy and translate it into user-friendly content.
• Make sound decisions regarding the content provided, weighing customer satisfaction and ease of use.
• Collaborate with the Head of Digital Risk Management & Quality Controls to ensure the development and planning of an execution plan and the process for review of developed content for accuracy; providing workflow demonstrations before submitting to stakeholders for approval.
• Liaise with the Call Quality Monitoring Team and Digital Banking Team Leads to determine commonly asked questions by representatives to define additional topics to be developed.
• Review calls and outputs from the AI data to determine common customer questions that could be added to the chatbot to offload future calls.
• Assess customer sentiment by reviewing analytics and call monitoring reports (first and second line) to determine additional support resources required to support representatives.
• Determine how to leverage our systems to proactively prompt representatives with real-time support resources and instructional videos to be used while assisting customers, in order to reduce call handle time and reliance on Team Lead support.
• Implement and continuously improve AI-powered content creation strategies to enhance the Bank's knowledge base, ensuring accuracy, and relevance.
• Leverage the systems natural language processing (NLP) and machine learning techniques to create intelligent knowledge management solutions.

Data Analysis & Knowledge Base Management:

• Analyze content performance using analytics tools to identify trends, gaps, and areas for improvement.
• Generate reports on content usage (internal and external use), effectiveness (including questions not answered), and user feedback to inform future content strategies.
• Utilize data to optimize content for search engines (SEO) and improve organic visibility.
• Leverage data and documents as inputs (as allowed) to the knowledge base, ensuring proper categorization and accessibility.
• Produce ongoing reporting and management presentations that summarize the effectiveness of the KM platform and develop recommendations for enhancements.

Collaboration & Communication:

• Leverage AI tools and insights to strategically generate, populate, and refine the Bank's knowledge base, ensuring continuous optimization of content and enhancement of user experience.
• Collaborate with cross-functional teams, including Digital Banking & Marketing, IT, Compliance, and Legal to ensure content aligns with Bank's strategic goals.
• Maintain Apple Bank's brand voice and style guidelines while crafting compelling and informative content.
• Maintain strong acumen on the Bank's digital banking services, as well as self-service options including tutorial steps (embedded in the KM platform) to ensure employee and customer education.

Quality Assurance & Continuous Improvement:

• Conduct regular reviews and updates of existing content to ensure it remains relevant and accurate.
• Implement feedback mechanisms to gather user input and make necessary adjustments to the content.
• Remain current on industry best practices, as well as emerging trends in AI and content creation to continuously improve the knowledge base.
• Provide regular updates as to progress made on projects, address any hurdles encountered and bring identified risks and concern to management's attention.
• Facilitate final stakeholder review and approval of projects; present technology clearly and concisely to stakeholders to achieve desired outcomes.

Other:

• Perform other duties as requested.

SKILLS, EDUCATION, & EXPERIENCE

• Bachelor's degree in Business Management, Computer Science, or Finance preferred.
• 3-5 years of Corporate Communications, Marketing, or Finance experience, preferably at a financial institution.
• AI and Machine Learning acumen a plus.
• Excellent communication skills (verbal, written/editing).
• Ability to work independently, have strong attention to detail, keep to deadlines and be well organized.
• Ability to create short form content or how to video's a plus.
• Comply with organizational and departmental policies, procedures, and regulations.
• Must have or develop proficient knowledge of Apple Bank products/procedures, as well as banking regulations, account opening processes, CIP/compliance requirements digital banking services (BillPay, P2P, ExFT, etc.).
• Team oriented with the ability to learn quickly and/or works well in "white space" (i.e., with high level direction and minimal management oversight).
• Strong analytical skills with demonstrated ability to make sound business decisions and assess red flags.
• Flexible working schedule as needed.

Visa sponsorship not available.

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.