Knowledge Management Specialist Compliance & Risk at Affirm

Our Knowledge Management Specialist will be a key contributor to Affirm’s Process Excellence team that sits within our Operations organization. This member of our team will be responsible for initiatives within the knowledge management space including identifying, organizing, and managing operational knowledge by using engaging and innovative techniques.

The ideal candidate is a go-getter with experience maintaining and crafting internal and external facing knowledge content. Someone who is passionate about the end-user experience and will proactively find opportunities and propose solutions.

• You’re motivated to build engaging and easy to understand content
• You have a passion for documentation and a history of up-leveling the end user experience using innovative technologies
• You’re able to develop a deep understanding of business, compliance and regulatory risks and weave this into your work
• You’re comfortable navigating exciting demands while simultaneously leading multiple projects with varying degrees of priority

What You’ll Do:

• Identify, classify and track all operational knowledge, including job aids, standard operating procedures (SOPs), policies, guides, scripts and email templates
• Partner with teammates to update knowledge to be accurate and concise including editing, adding, or removing information as needed
• Engage cross-functional teams to ensure a clear representation of our requirements and practices are documented
• Design and implement cross-functional knowledge approval processes
• Manage ongoing maintenance of operational knowledge and drive continuous improvement
• Identify and track other knowledge management needs (knowledge center content, rich media, etc.)
• Mentor other employees who are supporting knowledge management initiatives
• Use technology such as emulators and simulators to provide realistic references to our website and app

What You Need to Succeed:

• 2+ years of experience in knowledge management, learning and development, content creation, or other relevant area
• Bachelor's Degree in Business, Communications, Information Science, Journalism, Library Science, or Management and/or industry-approved knowledge management certifications and experience preferred
• Experience owning small to medium-sized projects and collaborating on ownership of large scale projects
• Excellent facilitation, program/activity management, and written and oral communication skills
• Experience using Knowledge Management, Content Management, and/or Documentation Systems such as Salesforce, Zendesk, Confluence, Readme.io, Documentum, etc.
• Experience in a regulated environment within financial services, loan underwriting, credit analysis, customer service, consumer lending, personal banking preferred
• Familiarity with fraud operations and experience navigating regulatory requirements
• Ability to act autonomously while navigating new and ambiguous business initiatives
• Willing to travel (up to 10%)