Technical Writer (P&C Domain)

Job Description

The ideal candidate will be responsible for creating and writing various types of user documentation, including how-to guides, manuals, references, or instructions. This candidate should have strong communication skills which enable them to explain complicated concepts in a simple manner. This individual will also meet with customer representatives frequently in order to understand required content.

Responsibilities

• Information Gathering: Interview subject matter experts (SMEs), stakeholders, and actively review video walkthroughs or meeting recordings to accurately capture nuances and granular procedural steps.

• SOP Production: Draft, structure, and format high-accuracy SOPs for CNA and Baldwin operational workflows (e.g., how to process an insurance submission or claim).

• Audience Translation: Take technical, verbal, or unstructured SME input and reframe it perfectly for the intended end-user audience.

• Review & Refine: Review and revise drafts based on stakeholder feedback through defined approval cycles, maintaining absolute integrity across multiple versions.

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• • Process Mapping: Assist with basic process mapping diagrams (Visio, Lucidchart) to visually support the SOP documentation as needed.
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What We're Looking For (Qualifications & Competencies)

Core Experience

• Proven experience writing SOPs, process documentation, or technical procedures in an operational corporate environment.

• Industry Experience: Experience in insurance, financial services, or similarly regulated industries is highly preferred (given the strict compliance-sensitive nature of CNA/Baldwin workflows).

Required Competencies:

• Attention to Detail -- Demonstrates high accuracy in grammar, spelling, punctuation, and formatting; consistently follows client-specified templates, style guides, and formatting standards without deviation

• Active Listening and Transcription Comprehension -- Ability to listen to recordings, video walkthroughs, and verbal interviews and accurately capture key process steps, decisions, and nuances for documentation

• Audience Translation -- Ability to take subject matter expert (SME) input and reframe it for the intended end-user audience, adjusting tone, complexity, and terminology accordingly

• Detail Extraction -- Skilled at pulling granular, procedural details from verbal and written sources and organizing them into logical, step-by-step documentation

• SOP and Process Documentation Writing -- Proven experience drafting, structuring, and formatting standard operating procedures in an operational or corporate environment

• Synthesis of Complex Information -- Ability to consolidate information from multiple sources (interviews, recordings, existing documents) into clear, concise, and accurate written procedures

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• • Consistency and Style Management -- Maintains uniform tone, terminology, and formatting across all documentation; adheres to defined style and branding standards throughout an engagement
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NLB Services is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to any legally protected characteristic, including disability and protected veteran status. For recruitment accommodations, contact your recruiter or View email address on ziprecruiter.com.

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