Job Description:
General Function/Summary:
The Documentation Specialist role is responsible for creating, organizing, and maintaining all operational documents, including policies, SOPs, workflows, training materials, and process manuals. This role ensures that all documentation is accurate, up-to-date, and compliant with internal standards and external regulations. The Documentation Specialist plays a key role in enhancing operational efficiency, managing regulatory compliance, and providing clear, accessible guidance to staff across multiple business units, including Telesales, Customer Service, Back-office, and Collections.
Essential Duties:
Create, write, and revise various operational documents, including SOPs, process flows, manuals, and training materials.
Work closely with subject matter experts (SMEs) across departments (e.g., legal, compliance, EPMO, marketing, credit risk) to gather and interpret complex information for documentation.
Manage and maintain the organization's document management system to ensure proper storage, indexing, and easy access to documentation.
Ensure all documentation complies with federal, state, and internal regulatory standards, including those related to financial reporting and data security.
Oversee version control, document revisions, and approval workflows to ensure accuracy and compliance.
Perform regular audits and quality reviews of documentation to identify and address errors, inconsistencies, or compliance gaps.
Facilitate the review and approval process for new and updated documents with key stakeholders.
Provide training and guidance to vendor agents on document management processes and documentation use.
Identify process improvement opportunities and implement solutions to enhance documentation efficiency and accuracy.
Develop and deliver reports on document status, audit results, and compliance to management.
Assist with document retrieval and respond to internal and external audit requests.
Other duties as assigned.
Minimum Education and Experience Required:
High school diploma, GED, or equivalent experience
2–3 years of experience in a documentation, quality assurance, or operational role within a financial services or other highly regulated industry
Proficiency with document management and content management systems (e.g., SharePoint)
Familiarity with financial terminology and the regulatory landscape is highly desirable
Excellent time management, organizational, written and verbal communication skills
Proficient with Microsoft Office programs
Ability and willingness to consistently live and embrace our core values of accountable, inclusive, transparent, and focused
Top Skills
What We Do
CNG Holdings Inc. (CNG) is headquartered in Cincinnati, Ohio, and is a respected leader in the financial services industry. Through professional partnerships, CNG provides a wide range of convenient and accessible financial products and services designed to improve customers’ financial situations, thereby filling a need and delivering value to our customers.
Our mission is to help and educate our customers while building and nurturing long-term relationships. We strive to make a difference in our customers’ lives and the communities we serve.
Our vision is to deliver innovative financial solutions that better fulfill our customers’ unique financial needs so that they can build a better future for themselves and their families.
CNG Holdings Inc. core values ultimately define how we treat our customers and each other. We are:
• Inclusive: We are committed to creating environments that make all people feel welcomed, supported and valued; giving people the respect that is due them; being human and recognizing the humanity in others.
• Accountable: We do what we say we’re going to do. We take ownership for the quality of our individual work but also take pride in what we deliver as a team. We operate with honesty and integrity.
• Transparent: Share information. Share mistakes. Share victories. Trust is built through transparency.
• Focused: Work with a sense of urgency on the critical few. Everyone is responsible to own their focus area, so we deliver on the collective results through flowless execution. We’re empowered to make decisions which benefit the health of the company.
We demonstrate our commitment to being customer-centric by placing our customer at the center of all our communications, not ourselves.
