Content Strategy & Writer - Servicing

RoundPoint Mortgage Servicing • Fort Mill, SC

2d

About The Position

The Content Strategy & Writer owns the strategy, development, and ongoing evolution of customer-facing content across RoundPoint’s omnichannel mortgage-servicing experience. The role combines strategic planning with hands-on writing to help customers understand and navigate mortgage servicing information. Content spans email, SMS, print correspondence, IVR, agent scripting, chat, websites, customer portals, and other channels.

Working with business, product, technology, operations, compliance, and legal teams, the role translates complex business needs, mortgage concepts, and regulatory information into clear, consistent, customer-focused communications. It also maintains content standards and governance, evaluates content effectiveness, and identifies opportunities to improve customer understanding and engagement.

The work environment is usually quiet to moderate, with no extreme conditions. The role involves extended periods of sitting, regular talking or hearing, occasional standing and walking, and specified lifting and other physical activities.

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 preferred.
• 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.

Responsibilities

• Write, edit, and maintain customer-facing content across channels, selecting 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 content 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 brand standards, voice, tone, and messaging guidelines while adapting content to each channel and audience.
• 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 customer feedback, operational insights, analytics, and testing results.
• Identify opportunities to reduce confusion, address recurring questions, and improve customer understanding and engagement.

What This Job Offers

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