Content Strategist, Writer

This is a fully remote position, open to applicants in Minnesota, +2 more states.

📋 Description

• Create, edit, and manage customer-oriented content across various platforms including email, SMS, printed materials, IVR, agent scripts, chat interfaces, websites, customer portals, and other communication channels.

• Assess the suitable message, tone, timing, and format for customer communications.

• Oversee the content experience at all customer interaction points.

• Formulate content strategies that align with customer requirements, business goals, and communication mediums.

• Recognize content gaps and opportunities to enhance clarity, consistency, and navigability in interactions.

• Simplify intricate mortgage servicing concepts, industry jargon, business processes, and regulatory details into straightforward, customer-friendly language.

• Ensure adherence to brand standards, voice, tone, and messaging guidelines in all customer communications.

• Collaborate with business stakeholders, product managers, technology teams, operations, compliance, and legal departments.

• Specify communication needs, create messaging, and manage reviews, approvals, and rollout.

• Maintain content quality standards, inventories, documentation, and review protocols.

• Guarantee that communications are accurate, up-to-date, accessible, compliant, and consistent throughout their lifecycle.

• Assess content effectiveness by utilizing customer feedback, operational insights, analytics, and testing results.

• Spot opportunities to minimize confusion, address frequently asked questions, and enhance customer comprehension and engagement.

⛳️ Requirements

• A Bachelor's degree in communications, English, journalism, marketing, public relations, or a related field is preferred.

• Over 5 years of experience in content development, professional writing, communications, content strategy, or a similar discipline.

• Outstanding writing, editing, proofreading, and communication abilities.

• Capable of translating complex information into clear, concise, customer-friendly language.

• Strong analytical and critical thinking skills.

• Ability to comprehend business needs, identify communication gaps, and suggest effective messaging strategies.

• Excellent organizational skills and meticulous attention to detail.

• Proficient in managing multiple priorities and working autonomously.

• Knowledge of regulatory and compliance factors in customer communications.

• Experience in mortgage servicing or financial services is preferred.

• Familiarity with digital communication channels, content management systems, and content performance analytics is preferred.

• Proficient in Microsoft Word, PowerPoint, and Excel.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k)

• Company-provided short-term disability

• Employee assistance program

• Wellness program

• Comprehensive benefits package

• Competitive compensation plan