Document Specialist
Western & Southern Life

Cincinnati, Ohio


Overview

Summary of Responsibilities:

Develops a wide range of personalized material utilizing a wide array of document development tools, including a variable data-driven system for one-to-one marketing material. Incorporates static text, graphic images and variable text based on data provided by various business units. Performs address record cleansing. Provides a high level of customer service, and works with customers to ensure their documents conform to corporate brand identity and industry best practices. Possesses knowledge of document life cycle, industry best practices, document creation, document automation, document insertion and various distribution methods. Escalates issues to the assistant manager or manager when appropriate and updates assistant manager or manager on a regular basis.
Responsibilities

Position Responsibilities:

  • Builds electronic and hard-copy documents for use by a wide variety of business units throughout Western & Southern Financial Group. These documents are often legally required customer correspondence or are used for internal business or external marketing purposes. These documents are developed using a wide array of document development tools based upon input from the Subject Matter Experts (SMEs).
  • Prepares variable data-driven documents using conditional logic for printing and mailing using proprietary variable data production software. Conditional logic is utilized to incorporate appropriate static or variable text, and static or variable images. Creates fillable documents utilizing various document development tools.
  • Prepares address records to ensure that mailings are distributed with the highest degree of accuracy via CASS and NCOA certification. Formats documents to comply with USPS regulations and corporate brand identity standards.
  • Proofreads own work as well as the work of other document specialists against the requirements established by the business areas requesting support.
  • Communicates effectively with customers from all levels of the organization to provide excellent customer service. Understands the needs of the customer and discusses preferred document appearance and how the document will be disseminated to add value to the customer's project.
  • As new technology is identified for use within the division and/or throughout the Company, obtains a thorough understanding of a given new technology (through a combination of formal training, research and trial and error). Matches new technology functionality with specific goals and opportunities identified to better meet customer needs. Beta tests high-profile software such as Microsoft Office releases prior to Companywide integration, provides feedback and serves as a knowledge resource for other departments.
  • Participates in department, division and group continuous improvement initiatives. Obtains additional technical and professional skills in order to keep pace with customer needs and technological advances. Assists the assistant manager and manager in establishing best practices for the group.
  • Provides various niche services to internal customers (dictation, data entry, etc.) with accuracy.
  • Participates in the training of new associates.
  • Performs other duties as assigned by management.
Qualifications

Selection Criteria:
  • Demonstrated ability to learn and master new software. Cite specific examples of software learned and used.
  • Demonstrated ability to communicate effectively with various associates at all levels to understand requirements and convey issues appropriately. Cite examples of gathering requirements and adding value to a document by understanding its purpose and use.
  • Proven aptitude for approaching problems analytically and logically.
  • Demonstrated experience effectively handling customers and providing excellent customer service.
  • Proven ability to maintain a high level of confidentiality and use discretion.
  • Proven experience handling multiple duties, high volumes and completing assigned tasks accurately and under tight deadlines. Cite examples of organizational and time management methods used to manage or prioritize workload demands.
  • Demonstrated experience working effectively within a team. Cite examples of team participation.
  • Proven experience adapting and demonstrating flexibility associated with changes to policies/procedures.
  • Demonstrated experience maintaining a calm and professional demeanor when handling demanding situations.
  • Demonstrated attention to detail and commitment to quality in a production-oriented environment.
  • Demonstrated general familiarity with page layout principles.
Work Setting:
  • Works in an office setting and remains continuously in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
Educational Requirements:
  • Associate's degree or trade school certificate related to document or information creation or commensurate selection criteria experience.
Computer Skills and Knowledge of Hardware & Software Required:
  • Highly proficient in Microsoft Word.
  • Working knowledge of Adobe Acrobat Professional and Microsoft Excel.
  • Experience in Adobe InDesign and Microsoft Access (or other database applications) preferred.
  • Experience with variable data-driven document creation software preferred.
  • Experience with address preparation software preferred (CASS/NCOA).
  • Ability to key 50 net words per minute (gwpm minus errors) preferred.
Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):
  • None required.
Position Demands:
  • Extended hours required during peak workloads or special projects.


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