Digital Banking Knowledge Based Content Analyst

Digital Banking Knowledge Based Content Analyst

Requirements

• 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.
• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Preferred Qualifications

• Ability to create short form content or how to video’s a plus.
• Flexible working schedule as needed.