Responsibilities:
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’s strategic goals, boost engagement and self-service 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.
Recommend revisions to existing communications to ensure unified and consistent content, tone, voice, style and branding across borrower-facing channels.
Develop borrower-facing communication strategies that align with brand voice, business priorities, and customer experience goals.
Collaborate with other business units to improve personalization to meet the objectives for each communication piece and maximize effectiveness.
Analyze customer feedback trends from internal and third parties and recommend enhancements to email clarity, organization, and tone using customer feedback and engagement data.
Build and foster cross functional collaborative relationships with stakeholders from across the organization to drive connection and communication.
Maintain and evolve communication templates and style guides in partnership with brand and legal teams.
Partner with internal teams such as Call Center Operations, Digital & Web, Investor Services, Loan Originations, Corporate Communications, Legal/Compliance and Client Relations to ensure messaging supports operational and strategic objectives.