Process Development & Training Lead

City National Bank; Jacksonville (FL); On-site; USD 111,000 - 190,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) matching

Tuition Reimbursement

Paid time off

Fertility benefits

Career development

Job summary

City National Bank is seeking a Senior Policy & Procedure Writer to develop, update, and maintain policies, procedures, and training materials for mortgage processes. You will translate regulatory and operational changes into clear documentation and work with stakeholders to ensure compliance and consistency.

The role requires strong technical writing, ability to assess regulatory shifts, and collaboration with risk, compliance, and business units to deliver accurate process materials and

Qualifications

• Bachelor's Degree or equivalent.
• 5+ years of experience in technical writing, policy writing, or procedure development within the mortgage industry.
• Strong knowledge of mortgage loan origination, servicing, compliance, and regulatory requirements.
• Experience creating training materials and supporting process change initiatives.
• Ability to analyze complex information and translate it into clear, structured documentation.
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Visio) and document management systems.
• Strong communication skills and the ability to work across departments.

Responsibilities

• Develop & Maintain Policies & Procedures: Create, update, and refine mortgage documentation and ensure alignment with requirements.
• Partner with department managers and SMEs to reflect requirements in all documentation.
• Maintain an annual review of all mortgage policies and procedures.

Skills

Technical writing

Policy writing

Training development

Communication

Microsoft Office

Education

Bachelor’s degree or equivalent

Tools

Policy Tech

Learning Management System (LMS)

Microsoft Word

PowerPoint

Visio

Job description

PROCESS DEVELOPMENT & TRAINING LEAD

WHAT IS THE OPPORTUNITY?

The Senior Policy & Procedure Writer will be responsible to develop, update, and maintain policies, procedures, and training materials. This role requires strong technical writing skills, the ability to assess regulatory and operational changes, and the capability to translate complex processes into clear, user-friendly documentation. The Senior Policy & Procedure Writer will collaborate with stakeholders across the organization to ensure compliance, efficiency, and alignment with industry best practices.

WHAT WILL YOU DO?

• Develop & Maintain Policies & Procedures:
• Create, update, and refine mortgage
• Partner with Department managers and subject Matter experts to ensure that policies, procedures, user guides, and process flows accurately reflect the requirements and all documentation is aligned
• Maintain an annual review of all mortgage policies and procedures.
• Translate complex regulatory and operational requirements into concise, user
• Ensure all documentation aligns with company standards and regulatory requirements.
• Impact Assessment & Process Updates:
• Evaluate new regulatory, operational, and system changes to identify their impact on existing policies and procedures.
• Work with business leaders, compliance, and risk management teams to ensure accurate and timely updates.
• Training Material Development:
• Develop training guides, job aids, and reference materials to support process implementation.
• Collaborate with training teams to ensure consistent and effective knowledge transfer across the organization.
• Stakeholder Collaboration & Compliance Support:
• Partner with operations, compliance, risk, IT, and training teams to ensure documentation reflects current business practices.
• Provide subject matter expertise to support audits, regulatory reviews, and internal quality assurance efforts.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications*

• Bachelor's Degree or equivalent
• 5+ years of experience in technical writing, policy writing, or procedure development within the mortgage industry.
• Strong knowledge of mortgage loan origination, servicing, compliance, and regulatory requirements.
• Experience creating training materials and supporting process change initiatives.
• Ability to analyze complex information and translate it into clear, structured documentation.
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Visio) and document management systems.
• Strong communication skills and the ability to work across departments

Additional Qualifications

• Experience working in compliance, risk, or operational process improvement roles within a mortgage or financial services company.
• Familiarity with learning management systems (LMS) or other training development tools.
• Experience with policy and procedure management systems, such as Policy Tech.

WHAT'S IN IT FOR YOU?

Compensation

Starting base salary: $111,408 - $189,738 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

Benefits and Perks

Benefits

• Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
• Generous 401(k) company matching contribution
• Career Development through Tuition Reimbursement and other internal upskilling and training resources
• Valued Time Away benefits including vacation, sick and volunteer time
• Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
• Career Mobility support from a dedicated recruitment team
• Colleague Resource Groups to support networking and community engagement

Get a more detailed look at our Benefits and Perks.

About Us

Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us.

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.