Senior Specialist, Knowledge Management (Chatbot)

Job Locations US-GA-Alpharetta | US-UT-Sandy
Posted Date 2 weeks ago(7/30/2020 12:08 PM)
Requisition ID
Professional Area
Customer Service

Who We Are

More than 30 years ago, E*TRADE pioneered the online brokerage industry by executing the first-ever electronic individual investor trade. While the landscape of our industry has changed dramatically, our culture of innovation and drive to make online trading accessible to everyone continues to drive us forward. We believe in challenging the status quo, fostering an environment of curiosity and learning, and, above all, putting our customers first.

About the Role



The Knowledge Management Sr. Specialist assists all E*TRADE Retail Services (ETRS) departments with authoring, reviewing, and publishing content. The Sr. Specialist ensures all E*TRADE customer facing Chatbot content is accurate, concise, and clear. This individual is responsible for creating intents, identifying updates, obtaining approvals, testing, training, and publishing Chatbot content. A Knowledge Management Sr. Specialist (KMSS) has an affinity for organizing, sharing, and leading collaborative efforts to improve internal and customer support content, with the autonomy to design and advise on performance improvements.



  • Collaborate with subject matter experts (SMEs) and business owners to ensure Chatbot content is current, accurate and effective.
  • Continually review and analyze customer engagements with all E*TRADE Chatbot instances. Track trends and identify de-escalation opportunities.
  • Identify and target gaps and areas in need of improvement and create workable solutions to problems.
  • Monitor the effectiveness of Chatbot responses; analyze and regularly report on the performance of all bot instances.
  • Perform thorough User Acceptance Testing of new bots.
  • Contribute to strategy and brainstorming sessions as well as support new chatbots from ideation to final release and beyond, working in partnership with multiple teams in the broader ETRS organization.
  • Own, maintain and develop Knowledge Base content for internal distribution related to policies and procedures.
  • Perform annual maintenance and review of all content for accuracy, organization, and other regulatory requirements.
  • Contribute to overall Knowledge Management strategy for increased learning performance and customer experience.



  • BA/BS Degree in Finance, Business Management/Administration, English, Technical Writing or an equivalent years' combination of education, training, and experience.
  • 2+ years' experience in ontology specific to Artificial Intelligence and natural language systems.
  • 3+ years of experience with content authoring and life-cycle management.
  • 3+ years’ experience in developing and deploying text conversational flows for virtual assistants or chatbots.



  • Strong organizational and project management skills with the ability to autonomously handle multiple projects, quickly change adjust priorities
  • and tasks accordingly.
  • Must have superior written and verbal communication skills to clearly summarize complex ideas into easy-to-understand language and
  • action steps. Ability to adjust content for various audiences, from front line colleagues to senior leadership.
  • Strong understanding of content management and content strategy principles.
  • Knowledge of chatbots and machine learning with an understanding of the design principle and scalable system.
  • Effective conflict resolution and problem-solving skills.
  • Demonstrates self-awareness and the ability to be flexible, dependable and maintain composure in difficult situations.
  • Capacity to learn new skills and knowledge on an independent level to enhance personal development and achieve career goals.
  • General understanding of financial industry regulations and processes.
  • Project management experience and time management skills.
  • Proficient with HTML and familiar with AP Stylebook.
  • Salesforce experience in Knowledge and Einstein bots
  • Structured writing experience and certification(s).


We offer a competitive and comprehensive benefits package. Please visit https://www.etradecareers.com/why-work-at-etrade/employee-benefits/ to learn more about the opportunities.

E*TRADE Financial is an Equal Opportunity Employer who encourages diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, disability, citizenship, marital status, sexual orientation, gender identity, military or protected veteran status, or any other characteristic protected by applicable law.• Experience in ontology specific to Artificial Intelligence and natural language systems.


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