Responsibilities

• Make quanatitative and qualitative recommendations utilizing a broad set of inputs including internal data, industry and third party metrics and reports as well as competitive intelligence.
• Translate customer feedback into actionable initiatives focusing on communications - including websites, mobile apps, call center interactions and other available methods.
• Craft engaging and clear copy for diverse platforms such as letters, web pages, emails, landing pages, videos, online campaigns, scripting and customer-facing chatbots.
• Ensure communications align with the company strategic goals, boost engagement, recapture rates and self-servicing objectives to foster lifelong customers, and comply with our established brand and style guidelines.
• Review and approve all borrower communications to ensure clarity, tone, compliance, and alignment with brand standards.This role is accountable for the final customer facing communications presented to homeowners.
• Develop and monitor success metrics, and make necessary adjustments, accordingly.
• Identify additional data needs to improve homeowner communication.
• Create personalized homeowner journeys based on business needs to create positive experiences that translate to loyalty and retention.
• Identify and define communication needs and personalization tactics that address homeowner needs, addresses fricition points, and creates a positive homeowner experience based on segmentation and status.
• Collaborate with appropriate stakeholders to implement, drive and/or enhance communications.
• Set and manage business priorities to ensure expectations are met.
• Ensure brand consistency across borrower facing communications.
• Coach and monitor direct report performance.

Requirements

• Bachelor's degree in Marketing, Communications, Business or related field. Equivalent experience driving customer experience communications in regulated industries required.
• Minimum 12 years of marketing or communication experience with consumers, financial institution experience required, mortgage industry experience preferred.
• Deep experience with CRM platforms, automation, analytics, and lifecycle communications.
• Proven ability to drive measurable improvements in retention, engagement, and conversion.
• Expert knowledge of the roles of different communication outlets and appropriate usage based on objectives, costs, positioning, and overall strategy
• Proven track record of analyzing data, planning, driving and measuring communication efforts.
• Credible consultant, advisor, and facilitator of communication strategies and initiatives.
• Ability to problem solve and work independently in a changing and fast paced environment.
• Superior time management, project management and organizational skills
• Excellent communication, influence, and stakeholder management skills with demonstrated success in securing cross functional alignment and support
• Excellent writing, editing and creativity with the flexibility to adapt communications by channel and product.
• Demonstrated success working collaboratively across disciplines to achieve objectives.
• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Preferred

• Mortgage industry experience preferred.

Benefits

• Onity Group Inc. offers a comprehensive benefits package including medical, dental and vision; up to 3% match on 401(k) contributions; generous paid time off; company-paid life, accident and disability coverage; programs for mental, physical and financial wellness; and more.