Content Strategist & Writer - Servicing

CrossCountry Mortgage • Minneapolis, SC

1d

About The Position

The Content Strategy & Writer - Servicing supports RoundPoint Mortgage Servicing LLC and owns the strategy, development, and ongoing evolution of customer-facing content across RoundPoint’s omnichannel experience. The 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.

The position develops and maintains content that helps customers understand what information means, why it matters, and what action they may need to take. It aligns customer needs, business objectives, and communication channels; translates complex mortgage servicing, business, industry, and regulatory information into clear language; and maintains consistent brand voice and standards. The role also partners with business, product, technology, operations, compliance, and legal stakeholders, and oversees content governance, quality, performance evaluation, and continuous improvement.

Requirements

• 5+ years of experience in content development, professional writing, communications, content strategy, or a related discipline.
• Exceptional writing, editing, proofreading, and communication skills, including 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.
• Proficiency in Microsoft Word, PowerPoint, and Excel.

Nice To Haves

• Bachelor’s degree in communications, English, journalism, marketing, public relations, or a related field.
• Understanding of regulatory and compliance considerations in customer communications.
• Mortgage servicing or financial services experience.
• Familiarity with digital communications channels, content management systems, and content performance analytics.

Responsibilities

• Write, edit, and maintain customer-facing content across channels, choosing appropriate messages, tone, timing, and presentation.
• Own the content experience across customer touchpoints and develop strategies that align customer needs, business objectives, and communication channels.
• Identify gaps and opportunities to make customer interactions clearer, more consistent, and easier to navigate.
• Translate complex mortgage servicing concepts, industry terminology, business processes, and regulatory information into clear, concise, customer-friendly language.
• Maintain consistency with established brand standards, voice, tone, and messaging guidelines while adapting content to different channels and audiences.
• 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.
• Maintain content standards, inventories, documentation, and review processes to keep communications accurate, current, accessible, compliant, and consistent throughout their lifecycle.
• 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.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• Company-provided short-term disability
• Employee assistance program
• Wellness program
• Competitive compensation plan

What This Job Offers

• Job Type: Full-time
• Career Level: Senior