Content Administrator and Learning Support Specialist at Better Mortgage

Better is the first AI-native mortgage and home equity finance company, revolutionizing one of the largest financial markets in the world. We make home finance radically more transparent; using AI and proprietary technology to eliminate friction from the mortgage process through our industry-leading AI platform, Tinman®, and the first voice-based AI mortgage assistant, Betsy™. Our mission is simple: make homeownership cheaper, faster and more accessible by transforming how people buy and finance homes. The facts that speak for themselves: - We’ve funded over $110 billion in loans (more than any other fintech in the US!) - Raised over $1.2 billion in equity capital to modernize the $15 trillion mortgage industry - Better’s propriety AI platform makes us an award-winning lender: - Fintech Breakthrough Award 2025: Best Lending Innovation - Yahoo! Finance (Jan 2025): Best Mortgage Lender for First-Time Homebuyers – Best for quick approval - Yahoo! Finance (2025): Best Online Mortgage Lender - Money Magazine (2025): Best for fast closing - Forbes (2023): Best Online Mortgage Lender We’re building the future of home finance - and we’re looking for smart, driven, ambitious innovators who are ready to tackle the most impactful work of their careers. The NEONet Content Administrator & Learning Support Specialist plays a critical role in managing, organizing, and maintaining NEO Home Loans’ centralized knowledge and training ecosystem. This role focuses on ensuring that all learning materials, operational resources, policies, job aids, and multimedia assets are accurate, user-friendly, and aligned with NEO’s standards for quality and learner experience. As a key partner to Learning & Development, Operations, and Production teams, this role supports the creation of a cohesive, intuitive, and continuously evolving knowledge environment. The position serves as a bridge between content creation and end-user experience, ensuring that information is easy to find, easy to understand, and actionable for all roles across the organization. This role requires exceptional attention to detail, strong content organization skills, an understanding of mortgage operations, and a disciplined approach to content governance and quality assurance. Success in this role comes from the ability to manage multiple priorities while maintaining a high standard of accuracy, clarity, and usability. Content Organization, Platform Stewardship and Governance - Maintain and organize NEONet to ensure a clean, intuitive, and user-friendly experience for all users - Manage page structure, navigation, templates, and labeling to support consistency and ease of use - Support user access and permissions to ensure the right teams have access to the right content - Continuously improve page layouts, structure, and visual standards to enhance the learner experience - Archive outdated content, eliminate duplication, and restructure pages to reflect evolving business needs - Review external/internal knowledge sources to identify opportunities to enhance NEONet content Content Management and Publication Support - Manage and maintain NEO learning materials including playbooks, policies, job aids, checklists, walkthroughs, recordings, and operational guides - Publish and update content within NEONet, ensuring it is properly organized, tagged, and connected to relevant workflows - Maintain a comprehensive asset inventory including ownership, version control, and review timelines - Edit and format content to ensure clarity, consistency, and alignment with NEO standards - Partner with the L&D and Technical Writing teams to refine content for usability and instructional effectiveness - Ensure strong searchability through consistent naming conventions, tagging, and metadata practices Content Review and Quality Assurance Program - Support quarterly and annual content review cycles to ensure materials remain accurate and relevant - Coordinate with content owners to validate and update materials - Track review progress, send reminders, and follow through to completion - Identify gaps, outdated content, and opportunities for improvement - Maintain audit logs and documentation to support compliance and quality standards - Provide insights on content health, aging materials, and improvement opportunities Knowledge Strategy, Gap Analysis and Cross-Team Alignment - Identify gaps in training materials, job aids, and process documentation - Partner with subject matter experts across Operations, Production, and Support teams to validate and enhance content - Recommend new content or updates based on business needs and learner feedback - Align content across platforms to ensure consistency and completeness of information - Support the continuous improvement of NEONet as a central knowledge hub Tracking, Reporting and Operational Support - Maintain the L&D Work in Progress (WIP) Tracker to reflect project status, priorities, and timelines - Monitor content usage and engagement to understand how resources are being utilized - Identify trends in content needs, gaps, and opportunities for improved resource design - Provide regular updates and insights to L&D and leadership teams