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Policy Analyst

2 months ago

Phoenix, Arizona, United States Upgrade, Inc. Full time

About the Role:

We are seeking a highly skilled Policy Analyst to join our Process Management team in Phoenix. This individual will be responsible for researching, writing, and editing professional-quality process and job guide documentation that establishes standard procedures across our operational teams in a financial services contact center environment.

Key Responsibilities:

  • Understand and operate within existing change management requirements, often in varying time constraints and levels of details.
  • Demonstrate the ability to execute the translation of high-level conceptual information and ideas to written material that is thorough and thoughtful for the intended audience.
  • Operate within and actively contribute to a growing and structuring program with a senior mentality towards resolutions, improvements, and increasing structure to the program appropriately over time.
  • Serve as a subject matter expert on operational procedure and processes, advising leadership through sound decision-making on process optimization or areas of risk.
  • Serve as a senior individual contributor on the operations policy and procedure team, leading by example, displaying a high level of ownership, and mentoring others.
  • Interact and proactively communicate with varying levels of department and operations leadership to ascertain areas of need or improvement in the program.

Requirements:

  • 2+ Years of experience directly related to procedural documentation and content creation.
  • Formal writing or technical procedural writing experience required.
  • Exceptional verbal and written communication skills.
  • Bachelor's degree required.
  • Financial services regulatory and compliance knowledge required.
  • Experience in a startup, fintech, or fin-serv call center environment required.
  • Sense of ownership and responsibility towards troubleshooting issues and solutions with a self-motivation to accept and complete tasks.
  • Highly organized individual with the ability to effectively balance a high volume of tasks of varying degrees of complexity, urgencies, and topics.
  • Expert proficiency with Google Suite and Microsoft Office.
  • Ability to thrive in an intense, do-it-yourself, start-up environment that has a fast pace and continuous change with ease and comfort.
  • Ability to react with appropriate levels of urgency to situations and events that require quick response or turnaround; and ability to switch gears at a moment's notice.
  • Ability to complete a high volume of tasks and projects with little or no guidance on time management and work organization.
  • Able to maintain a high level of integrity and discretion in handling confidential information.

What We Offer:

  • Competitive salary and stock option plan.
  • 100% paid coverage of medical, dental, and vision insurance.
  • Flexible PTO.
  • Opportunities for professional growth and development.
  • Paid parental leave.
  • Health & wellness initiatives.