Manager, Customer Communications

Accountabilities:

• • Develop customer-facing content: Create clear, engaging, and actionable copy for letters, emails, websites, landing pages, videos, digital campaigns, scripts, chatbots, and other communication channels.
  • Execute communication strategy: Develop and deliver customer communication strategies aligned with brand voice, business priorities, customer experience objectives, engagement goals, and self-service initiatives.
  • Ensure communication quality: Review and approve customer communications for clarity, tone, accuracy, compliance, consistency, and alignment with established brand and style standards.
  • Strengthen consistency across channels: Identify opportunities to refine existing content and ensure a unified voice, tone, style, and customer experience across all customer-facing touchpoints.
  • Improve personalization: Partner with business teams to tailor communications to different customer needs, audiences, journeys, and business objectives.
  • Use customer insights: Analyze customer feedback, engagement data, and communication performance to identify opportunities to improve clarity, organization, tone, and effectiveness.
  • Manage cross-functional collaboration: Build strong relationships with stakeholders, subject-matter experts, agency partners, and business leaders to develop, review, and finalize communications efficiently.
  • Maintain communication standards: Develop and maintain templates, content guidelines, and style resources in partnership with brand, legal, and compliance teams.
  • Support enterprise initiatives: Work with Customer Operations, Digital & Web, Investor Services, Loan Originations, Corporate Communications, Legal/Compliance, Client Relations, and other functions to ensure messaging supports operational and strategic priorities.
  • Manage multiple priorities: Coordinate several communication projects simultaneously, navigate feedback and approvals, and deliver polished work within demanding timelines.
  • Promote customer understanding: Translate technical, operational, financial, or regulatory information into straightforward content that supports informed customer decisions and long-term relationships.
  • Support testing and optimization: Apply email best practices, A/B testing, engagement insights, and other performance indicators to continuously improve customer communications.

  Requirements:

  • Bachelor’s degree in Marketing, Communications, Business, or a related field, or equivalent relevant experience.
  • 5+ years of experience in digital marketing and communications, with progressively increasing responsibility.
  • At least 3 years of professional writing experience, particularly in customer communications, marketing content, technical writing, or a similar discipline.
  • Experience developing customer-facing content across multiple formats, including emails, letters, websites, chatbots, landing pages, scripts, and digital campaigns.
  • Strong understanding of email communication best practices, including experience with email marketing platforms such as Act-On and A/B testing.
  • Experience developing communication strategies within large, complex organizations and coordinating content across multiple business functions.
  • Strong ability to translate complex technical, operational, financial, or regulatory information into concise, accessible customer-facing messaging.
  • Demonstrated ability to write effectively in different voices, tones, formats, and styles for varied audiences.
  • Strong organizational and time-management skills, with the ability to manage multiple projects, deadlines, reviews, and approvals without sacrificing quality.
  • Comfortable navigating cross-functional workflows, incorporating stakeholder feedback, and securing timely sign-off from relevant teams.
  • Excellent writing, editing, communication, relationship-building, and stakeholder-management skills.
  • An analytical mindset with the ability to use customer feedback, engagement data, and performance insights to improve communication effectiveness.
  • Experience in financial services, mortgage, or related industries is strongly preferred.
  • Leadership experience is preferred, particularly within communications, marketing, financial services, or customer experience environments.
  • Ability to pass required background screening and, where applicable, additional client-specific or federal/state licensing requirements.

  Benefits:

  • Competitive salary: Expected annual compensation of $110,000–$130,000, depending on geographic location, experience, and qualifications.
  • Eligibility for an annual performance-based bonus, subject to applicable plan terms.
  • Medical, dental, and vision insurance.
  • Up to a 3% 401(k) contribution match.
  • Generous paid time off.
  • Company-paid life, accident, and disability insurance.
  • Programs supporting mental, physical, and financial wellness.
  • Full-time remote work opportunity in the United States.
  • Opportunity to work on high-impact customer communication initiatives across a complex financial services environment.
  • Extensive cross-functional exposure across customer operations, digital, marketing, legal, compliance, and other business functions.
  • A collaborative environment focused on customer experience, continuous improvement, and professional growth.