Manager, Customer Communications

Role Overview

• Craft engaging and clear copy for diverse platforms such as letters, web pages, emails, landing pages, videos, online campaigns, scripting and customer-facing chatbots.
• Ensure communications align with the company’s strategic goals, boost engagement and self-service objectives to foster lifelong customers, and comply with our established brand and style guidelines.
• Review and approve all borrower communications to ensure clarity, tone, compliance, and alignment with brand standards.
• Recommend revisions to existing communications to ensure unified and consistent content, tone, voice, style and branding across borrower-facing channels.
• Develop borrower-facing communication strategies that align with brand voice, business priorities, and customer experience goals.
• Collaborate with other business units to improve personalization to meet the objectives for each communication piece and maximize effectiveness.
• Analyze customer feedback trends from internal and third parties and recommend enhancements to email clarity, organization, and tone using customer feedback and engagement data.
• Build and foster cross functional collaborative relationships with stakeholders from across the organization to drive connection and communication.
• Maintain and evolve communication templates and style guides in partnership with brand and legal teams.
• Partner with internal teams such as Call Center Operations, Digital & Web, Investor Services, Loan Originations, Corporate Communications, Legal/Compliance and Client Relations to ensure messaging supports operational and strategic objectives.

Requirements

• Bachelor’s degree in marketing, communications, business, or related field.
• 3+ years of professional writing experience, including customer communications, marketing content, or technical writing.
• 3+ years leadership and financial/mortgage experience strongly preferred.
• 5+ years of proven experience in digital marketing and communications, with increasing levels of responsibility.
• Skilled in developing engaging written content for various formats including but not limited to verbiage for letters, emails, chatbot, websites and other customer communications.
• Strong grasp of email writing best practices, including familiarity with email software such as Act-On, and A/B testing.
• Strong organizational and time management skills, with proven ability to deliver polished work quickly and manage multiple projects simultaneously while meeting deadlines without compromising creativity or quality.
• Familiarity with customer communication workflows and comfortable routing drafts to key stakeholders and navigating cross-functional feedback, ensuring timely sign-off and alignment across departments.
• Excellent ability to distill technical or operational information into clear customer-facing content.
• Experience developing communications strategies for complex, large organizations
• Demonstrated ability in writing in different voices, tones, and for varied audiences.

Benefits

• medical, dental and vision
• up to 3% match on 401(k) contributions
• generous paid time off
• company-paid life, accident and disability coverage
• programs for mental, physical and financial wellness