Senior Knowledge Management Specialist

Crum & Forster; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation package

Generous 401K employer match

Employee Stock Purchase plan with ETF/

Generous Paid Time Off

Health, dental & vision benefits

Job summary

Crum & Forster is hiring a Senior Knowledge Management Specialist to build and optimize a centralized knowledge base covering underwriting, product, sales, marketing, call center, and claims.

You will work with subject matter experts to ensure content is accurate, current, and easily searchable, while aligning with NAIC compliance and overall business performance goals.

Qualifications

• 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.

Responsibilities

• Develop and maintain a centralized, digital knowledge base using a governed Knowledge Management platform and content model for TII.
• Capture, create structure, curate and update content to ensure accuracy, relevance, and compliance.
• Ensure knowledge management supports NAIC compliance, mitigates risks, and improves business performance.
• Establish content standards, taxonomy, metadata, version control, and review cadences.
• Partner with Subject Matter Experts to capture best practices, FAQs, and regulatory updates.
• Ensure content is approved, current, and searchable.
• Identify and remediate content gaps surfaced through QA, training, operations, and employee questions.
• Prepare knowledge assets in structured, governed formats for employees and future AI-enabled capabilities.
• Administer the Knowledge Management platform (SharePoint, ProNavigator).
• Train staff on accessing and contributing to the knowledge base.
• Monitor usage, gather feedback, and recommend improvements.
• Support onboarding and training with up-to-date knowledge resources.
• Assist in process improvement and compliance initiatives.

Skills

Relationship skills

Communication

High performance standards

Training & facilitation

Problem solving

Knowledge management

KM platforms

Education

Bachelor's degree in Business/Insurance/Information Science

Tools

SharePoint

ProNavigator

Job description

Crum & Forster Company Overview

Travel Insured International , a Crum & Forster company, is hiring for a Senior Knowledge Management Specialist.

Travel Insured International is a leading travel insurance provider with more than 30 years in business. As a key component of our Specialty Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers.

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.

Job Description

What you will do:

• 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

What YOU will bring to C&F:

• 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.

What C&F will bring to you

What C&F will bring to YOU:

• 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. Our programs are focused on your whole family's wellness including your physical, mental and financial wellbeing
• A core C&F tenant is owning your career development so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry related certifications and professional training to keep you progressing on your chosen path
• A dynamic, ambitious, fun and exciting work environment
• We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee driven corporate giving program that lets you participate and support your community

At C&F you will BELONG

We value inclusivity and diversity. We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you require a special accommodation, please let us know.

For California Residents Only: Informat