Content Strategy & Writer - Servicing

Position Summary

Join a collaborative, creative, and fun team that’s rethinking the customer experience in mortgage servicing. We’re making the complex simpler and helping customers better understand and navigate their mortgage.

The Content Strategy & Writer owns the strategy, development, and ongoing evolution of customer-facing content across RoundPoint’s omnichannel experience. This role combines strategic thinking with hands-on writing to shape how customers receive, understand, and interact with information across email, SMS, print correspondence, IVR, agent scripting, chat, websites, customer portals, and other channels. Partnering across business, product, technology, operations, and compliance teams, this individual turns complex business needs into clear, consistent, customer-focused communications that reflect our brand and improve the customer experience.

Responsibilities

• Content Development and Channel Alignment: Write, edit, and maintain customer-facing content across channels, determining the appropriate message, tone, timing, and presentation to help customers understand what information means, why it matters, and what action they may need to take.
• Content Strategy & Experience Ownership: Own the content experience across customer touchpoints, developing content strategies that align customer needs, business objectives, and communication channels. Identify gaps and opportunities to make interactions clearer, more consistent, and easier for customers to navigate.
• Plain-Language Communications: Translate complex mortgage servicing concepts, industry terminology, business processes, and regulatory information into clear, concise, customer-friendly language.
• Brand Voice and Content Standards: Maintain consistency with established brand standards, voice, tone, and messaging guidelines across all customer communications while adapting content to each channel and audience.
• Cross-Functional Partnership: Collaborate with business stakeholders, product managers, technology, operations, compliance, and legal understanding business needs, define communication requirements, develop messaging, and coordinate reviews, approvals, and implementation.
• Content Governance and Quality: Maintain content standards, inventories, documentation, and review processes to ensure communication remains accurate, current, accessible, compliant, and consistent throughout their lifecycle.
• Performance and Continuous Improvement: Evaluate content effectiveness using available customer feedback, operational insights, analytics, and testing results. Identify opportunities to reduce confusion, address recurring questions, and improve customer understanding and engagement.

Qualifications

• Bachelor’s degree in communications, English, journalism, marketing, public relations, or a related field preferred.
• 5+ experience in content development, professional writing, communications, content strategy, or related discipline.
• Exceptional writing, editing, proofreading, and communication skills, with the ability to translate complex information into clear, concise, customer-friendly language.
• Strong analytical and critical-thinking skills, including the ability to understand business needs, identify communication gaps, and recommend effective messaging approaches.
• Strong organizational skills and attention to detail, with the ability to manage competing priorities and work independently.
• Understanding of regulatory and compliance considerations in customer communications; mortgage servicing or financial services experience preferred.
• Familiarity with digital communications channels, content management systems, and content performance analytics preferred.
• Proficiency in Microsoft Word, PowerPoint, and Excel.

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

• The employee is regularly required to talk or hear.
• The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
• The employee must regularly use hands to finger, handle, or feel objects and is regularly required to reach with hands and arms; the employee may occasionally climb o…