Operations Continuous Improvement - Technical Procedure Writer (Full-Time)

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

About the role

You are a strategic and analytical procedural documentation professional who excels at transforming complex business processes and regulatory requirements into clear, actionable guidance. You thrive in a fast-paced environment, independently managing multiple projects while influencing operational efficiency, compliance, and service quality across the organization. You are skilled at collaborating with stakeholders at all levels, conducting thorough research, exercising sound judgment, and delivering accurate, user-focused documentation that supports business objectives and regulatory compliance.

Responsibilities

• Make strategic decisions related to content sets, user experience, quality, and training.
• Act as a subject matter expert for procedural writing and/or credit union and banking processes.
• Independently determine documentation structure, standards, and content to support organizational objectives and regulatory compliance.
• Influence operational efficiency, regulatory compliance, and the quality of service across Golden 1 (Operation, Member Service Contact Center, Compliance, and Retail).
• Exercise discretion and independent judgment in interpreting complex regulatory requirements and translating them into actionable documentation.
• Lead documentation projects from inception to completion with minimal supervision, including developing project plans, setting priorities, and resolving complex issues.
• Develop and maintain relationships with subject matter experts, supervisors, managers, and senior leaders.
• Develop, write, and revise assigned procedures for clarity, conciseness, consistency, and accuracy.
• Obtain required background information through research and interviews with business process owners, managers, supervisors, and frontline staff.
• Translate complex, non-standardized process information into easily understandable procedural content for multiple audiences.
• Create and edit screenshots, process flow diagrams, and other visual aids, as required.
• Submit draft documentation to peers and writing manager for further review or edits.
• Effectively and independently manage review processes, communications, and required resources for assigned projects.
• Track and update procedures for compliance and audit findings, regulatory changes, and internal process or policy updates, as required by business units.
• Assess and incorporate any system-wide changes that impact documentation.
• Assist in implementing approved procedures by coordinating the distribution of documents to staff and responding to any questions that may arise.
• Maintain complete and accurate project status reporting for assigned projects and deliverables.
• Obtain and maintain a thorough knowledge of credit union policies and procedures, products and services, systems, and software, as needed.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
• Maintain ongoing professional development.
• Participate in ad hoc project teams.
• Perform other duties as assigned.

Requirements

• Bachelor’s Degree in English, Communications, Technical Writing, or related field. Required
• 5+ years in writing procedural documentation, preferably in the financial services industry. Preferred

Pay

$70,400.00 - $76,000.00 Annually

Benefits

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed to a total rewards philosophy built on:

• A comprehensive compensation package
• Well-being and work-life balance
• Career development and growth
• Rewards and recognition
• A commitment to Diversity, Equity and Inclusion

We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.