Policy and Procedure Writer

About Bluevine

Bluevine is a high-growth fintech company empowering small businesses with innovative banking designed for their needs. We combine industry-leading technology and security with our team's expertise and care to provide best-in-class financing and lending products to power business growth at every stage of the journey. To date, we've supported over 87,000 small business owners with our core financial service products and more than 300,000 small business owners through the Paycheck Protection Program (PPP).

Headquartered in Jersey City, NJ, Bluevine has provided small and medium-sized businesses with access to more than $5.4 billion in financing and is backed by top investors, including Menlo Ventures, Lightspeed Ventures, Citi Ventures, SVB Financial, Nationwide Insurance, and M12. For more information, check out our LinkedIn Page.

Small businesses deserve accessible and modern financial services, and traditional banks have underserved them for too long. Join us as we build a brighter financial future for small businesses.

Our Customer Support team members are passionate about serving others, client-focused, and dedicated to helping small business owners succeed. As a Customer Support team member at Bluevine, you will be an advocate for our clients. In this role you will work closely with our developing support team to quickly and efficiently identify, solve, or properly direct our clients' questions and concerns. This role will focus on resolving questions from Small Business Owners regarding our Business Checking product.

About the Role:

As a Policy and Procedure Writer at Bluevine, you will craft communications for our clients and Customer Support team. In this role, you will work closely with our Banking Customer Support teams across the globe to understand the primary questions clients have and write clear, concise, easily searchable guides/support articles to resolve these questions. You will become a helper and educator for small business owners. Most importantly, you will create content that will help Bluevine create meaningful connections with our clients.

What You’ll Do:

• Understand both the client and support organizations content needs and develop content comprehensive documentation that meets the organizational standards.
• Gain deep understanding of products and services, and translate complex information into simple, polished, engaging content.
• Write user-friendly content that meets the needs of the target audience, turning insights into language for user success.
• Partner with others across the organization to develop new processes, documentation, help guides, and client-facing communications.
• Gather information from subject-matter experts and develop, organize, and write procedure manuals, technical specifications, and process documentation.
• Research, outline, write, and edit content, working closely with various departments to understand project requirements.
• Use content diagnostic data to understand how content is performing and improve existing content
• Meet or exceed performance expectations based on key performance indicators like content accuracy, number of articles/ FAQs created, customer experience, effectiveness, and efficiency
• Identify, resolve, and or escalate risks that may impact the business
• Represent the voice of the customer by helping to provide product and customer experience feedback along with recommended enhancements
• Flexible working hours during the night shift

What We Look For:

• 1-2 years of experience in technical writing or copywriting
• 1-2 years of Customer Support experience including client-facing experience
• US Phone Support experience
• US Banking and financial experience
• B.A. Degree in English, Journalism, Communications or applicable field is preferred
• Open to learning from and working with multiple internal teams
• Have a desire to help small businesses
• Curiosity - You enjoy seeking information and are comfortable not knowing the answers, but you will work hard to discover the answers
• A quick thinker and a fast learner
• Great communication skills
• Excited about growing your career within a rapidly growing company
• Exhibits uncompromising integrity