[Hiring] Senior Knowledge Management Specialist @Crum & Forster

Role Description

In this newly created role, the Senior Knowledge Management Specialist will report to the AVP Quality Management and be responsible for building, maintaining, and optimizing a centralized knowledge base for the entire insurance value chain—including underwriting, product, sales, marketing, call center, and claims. This role will ensure that accurate, up-to-date information is easily accessible, supporting operational efficiency, compliance, and superior customer service.

• Develop and maintain a centralized, digital knowledge base using a governed Knowledge Management platform and content model for TII.
• Capture, create a structure, curate and update content to ensure accuracy, relevance, and compliance.
• Ensure effective knowledge management in support of NAIC (National Association of Insurance Commissioners) compliance, mitigating risks, and improving overall business performance.
• Establish content standards, taxonomy, metadata, version control, and review cadences.
• Partner with Subject Matter Experts across the business to capture and document best practices, FAQs, process flows, and regulatory updates.
• Ensure content is approved, current, and searchable.
• Identify and remediate content gaps surfaced through QA, training, operations, and themes surfaced from employee questions.
• Prepare and maintain knowledge assets in structured, governed formats that can be reliably used by employees, search tools, and future AI-enabled business capabilities.
• Administer the chosen Knowledge Management platform (e.g., SharePoint, ProNavigator).
• Train staff on accessing and contributing to the knowledge base.
• Monitor usage, gather feedback, and recommend improvements.
• Support onboarding and training initiatives with up-to-date knowledge resources.
• Assist in process improvement and compliance initiatives.
• Other duties as assigned.

Qualifications

• Relationship building skills to ensure effective relationships with colleagues, direct reports, customers, and vendors.
• Open and inclusive communication skills.
• Set high standards of performance for self and others.
• Training and facilitation experience.
• Resourcefulness and perseverance to overcome challenges and achieve goals.
• Demonstrates strong attention to detail, problem analysis, and problem solving.
• Experience in knowledge management, information sharing, or related disciplines is highly desirable.
• Demonstrated ability to implement and sustain knowledge management practices within a team or department.

Requirements

• Bachelor’s degree in Business, Insurance, Information Science, or related field (or equivalent experience).
• 3+ years of experience in knowledge management, insurance operations, or content management.
• Familiarity with insurance processes (underwriting, claims, sales, etc.) is a plus.
• Experience with KM platforms (e.g., SharePoint, ProNavigator) preferred.
• Excellent organizational, communication, and collaboration skills.
• Ability to work independently and proactively.

Benefits

• Competitive compensation package.
• Generous 401K employer match.
• Employee Stock Purchase plan with employer matching.
• Generous Paid Time Off.
• Excellent benefits that go beyond health, dental & vision, focusing on your whole family’s wellness including physical, mental, and financial wellbeing.
• Opportunities for career development including tuition reimbursement, industry-related certifications, and professional training.
• A dynamic, ambitious, fun, and exciting work environment.
• Encouragement of social and community responsibility through matching donation programs, volunteer opportunities, and an employee-driven corporate giving program.