[Hiring] Content Strategist & Writer @CrossCountry Mortgage, LLC

Role Description

The Content Strategy & Writer - Servicing will support RoundPoint Mortgage Servicing LLC. 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 various channels.

Job 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 to understand 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+ years of 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.

Benefits

• Competitive compensation plan.
• Robust benefits package including medical, dental, and vision.
• 401K plan.
• Company-provided short-term disability.
• Employee assistance program.
• Wellness program.