Senior Knowledge Management Specialist

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 pro