Technical Writer (Insurance Domain)

What They'll Do

• Information Gathering: Interview subject matter experts (SMEs), stakeholders, and actively review video walkthroughs or meeting recordings to accurately capture nuances and granular procedural steps.

• SOP Production: Draft, structure, and format high-accuracy SOPs for CNA and Baldwin operational workflows (e.g., how to process an insurance submission or claim).

• Audience Translation: Take technical, verbal, or unstructured SME input and reframe it perfectly for the intended end-user audience.

• Review & Refine: Review and revise drafts based on stakeholder feedback through defined approval cycles, maintaining absolute integrity across multiple versions.

• Process Mapping: Assist with basic process mapping diagrams (Visio, Lucidchart) to visually support the SOP documentation as needed.

What We're Looking For (Qualifications & Competencies)

Core Experience

• Proven experience writing SOPs, process documentation, or technical procedures in an operational corporate environment.

• Industry Experience: Experience in insurance, financial services, or similarly regulated industries is highly preferred (given the strict compliance-sensitive nature of CNA/Baldwin workflows).

Required Competencies:

• Attention to Detail -- Demonstrates high accuracy in grammar, spelling, punctuation, and formatting; consistently follows client-specified templates, style guides, and formatting standards without deviation

• Active Listening and Transcription Comprehension -- Ability to listen to recordings, video walkthroughs, and verbal interviews and accurately capture key process steps, decisions, and nuances for documentation

• Audience Translation -- Ability to take subject matter expert (SME) input and reframe it for the intended end-user audience, adjusting tone, complexity, and terminology accordingly

• Detail Extraction -- Skilled at pulling granular, procedural details from verbal and written sources and organizing them into logical, step-by-step documentation

• SOP and Process Documentation Writing -- Proven experience drafting, structuring, and formatting standard operating procedures in an operational or corporate environment

• Synthesis of Complex Information -- Ability to consolidate information from multiple sources (interviews, recordings, existing documents) into clear, concise, and accurate written procedures

• Consistency and Style Management -- Maintains uniform tone, terminology, and formatting across all documentation; adheres to defined style and branding standards throughout an engagement