Manager, Customer Communications

This is a fully remote position, open to applicants in Florida.

📋 Description

• Create compelling and clear copy for a variety of platforms, including letters, web pages, emails, landing pages, videos, online campaigns, scripts, and customer-facing chatbots.

• Ensure that all communications are consistent with the company’s strategic objectives, enhance engagement and self-service initiatives to cultivate lifelong customers, and adhere to our established brand and style guidelines.

• Review and authorize all borrower communications to guarantee clarity, appropriate tone, compliance, and alignment with brand standards.

• Suggest modifications to existing communications to maintain a unified and consistent message, tone, voice, style, and branding across all borrower-facing channels.

• Develop communication strategies for borrowers that resonate with brand voice, business priorities, and customer experience goals.

• Collaborate with other business units to enhance personalization, meeting objectives for each communication piece and maximizing effectiveness.

• Analyze customer feedback trends from both internal and external sources, recommending improvements to email clarity, organization, and tone utilizing customer feedback and engagement data.

• Build and maintain collaborative relationships with stakeholders across the organization to enhance connection and communication.

• Update and refine communication templates and style guides in collaboration with brand and legal teams.

• Work alongside internal teams such as Call Center Operations, Digital & Web, Investor Services, Loan Originations, Corporate Communications, Legal/Compliance, and Client Relations to ensure messaging aligns with operational and strategic goals.

⛳️ Requirements

• Bachelor’s degree in marketing, communications, business, or a related field.

• Over 3 years of professional writing experience, including customer communications, marketing content, or technical writing.

• More than 3 years of leadership and financial/mortgage experience is highly preferred.

• At least 5 years of demonstrated experience in digital marketing and communications, with progressively increasing levels of responsibility.

• Proficient in creating engaging written content across various formats, including letters, emails, chatbots, websites, and other customer communications.

• Strong understanding of email writing best practices, including familiarity with email software such as Act-On and A/B testing.

• Excellent organizational and time management skills, with a proven ability to deliver polished work promptly while managing multiple projects simultaneously and meeting deadlines without sacrificing creativity or quality.

• Familiar with customer communication workflows and adept at routing drafts to key stakeholders and navigating cross-functional feedback, ensuring timely approval and alignment across departments.

• Exceptional ability to translate technical or operational information into clear, customer-facing content.

• Experience in developing communication strategies for complex, large organizations.

• Proven ability to write in diverse voices and tones for varied audiences.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Up to 3% match on 401(k) contributions.

• Generous paid time off.

• Company-sponsored life, accident, and disability coverage.

• Programs focused on mental, physical, and financial wellness.