PRIMARY PURPOSE:

The Knowledge Management Specialist conducts research, verifies and publishes content for new procedures, procedure changes, and rate revisions for the Sales and Service areas of NatGen.  This position can be located in the Winston-Salem, NC or Cleveland, OH offices.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Following is a summary of the essential functions of this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• With guidance, work on all phases of information development from analyzing, researching, and interviewing to gathering content for writing and editing documents
• Maintain continuous interaction with various departments on the impact of the proposed document creation and updates
• Produce quality end-user documentation for a global audience
• Continuously gain proficiency and knowledge of the system used to house procedures to support accurate and timely delivery to the end user
• Manage competing deadlines and prioritize appropriately
• With guidance, respond to feedback from end users
• Communicate and support the Change Control process to gain final approval on all content prior to publication
• Communicate with other Specialists to ensure consistent content format, structure across all business functions
• Identify common process opportunities, driving business to a global product

MINIMUM SKILLS AND COMPETENCIES:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Layout experience for online and paper delivery
• Experience using style guides such as Microsoft Manual of Style, Chicago Manual of Style and Departmental Style Guides
• Consistently uses the Departmental Style Guide
• Ability to apply appropriate style and voice for content; ability to follow editorial and style guide standards
• Ability to act in an effective, professional manner on often contradictory feedback from the organization
• Effective in managing change, multiple priorities, and exercising sound judgment
• Excellent written and interpersonal communication skills
• Prior experience in Claims/Sales/Agency/Service capacity within an insurance environment 
• Proven organizational, prioritization, and time management skills to ensure deadlines are met
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Ability to make sound decisions that maintain compliance with state and company guidelines
• Ability to collaborate with individuals from all levels of the company, including senior leadership
• Ability to work effectively under pressure and manage multiple priorities
• High degree of independence, dependability, and motivation
• Knowledge of all evaluated NatGen functions, processes, guidelines, and workflows (e.g., service, billing, processing, sales, agency operations, etc.)
• Understanding of the NatGen brand and ability to exhibit the behaviors associated with it
• Experience with NatGen programs for all states and lines of business
• Knowledge of NatGen data and resources, including but not limited to BSPs, Rating Tables, Business Rules, and Underwriting Manuals

DESIRED SKILLS:

• Requires initiative, mature judgment, and discretion
• Ability to understand internal customer needs are critical
• Organization and time management skills are important for this position
• Technical writing skills with the ability to understand and explain complex, concepts, and software interaction
• Demonstrates a working understanding of the insurance industry and organizational relationships of the company
• Demonstrates attention to detail, organizational skills, and timeliness in order to meet customer expectations
• Demonstrates the ability to work diplomatically with others in a team environment or individually
• Demonstrates the ability to provide guidance to peers
• Demonstrates effective presentation skills
• Developing effective project management skills
• Intranet navigation knowledge

National General is a leading insurance carrier which has been in the industry since 1939. Through subsidiaries and other affiliated companies, National General offers homeowners, flood, personal and commercial auto, RV, motorcycle, life, accident and supplemental health insurance products. National General Insurance is a thriving company committed to ensuring that our employees achieve their personal best. Our employees are advancing their careers at a best-in-class insurance provider that is an industry leader in innovation. We give employees resources which enable them to take charge of their own future success.