Sr. Coordinator, Servicing Customer Communications

Freedom Mortgage•Evesham Township, NJ

19d

About The Position

The Sr. Coordinator, Servicing Customer Communications develops, implements, and maintains machine-derived letters and notices, ensuring programmed content aligns with regulatory requirements. The role partners with internal business teams and vendors to improve processes, reduce risk, and support efficient, accurate distribution of customer communications at scale. The position is an individual contributor and addresses complex issues that may require analysis of multiple considerations and an understanding of the financial and mortgage industry. Work is normally performed in a typical interior office environment without hazardous or unpleasant elements; noise is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Four to six years of related experience within the mortgage servicing industry.
Logical reasoning and data-analysis capabilities.
Strong problem-solving skills and attention to detail.
Ability to think critically and challenge assumptions and conclusions.
Ability to clearly communicate complex information to non-technical stakeholders.
Intermediate proficiency in Microsoft Office, specifically Excel.
Ability to work effectively as a team player and team builder.
Ability to manage multiple tasks, meet tight deadlines, and respond to changing business and technical conditions.

Nice To Haves

Bachelor's degree from a four-year college or university, or an equivalent combination of education and experience, is preferred.

Responsibilities

Identify and program selection criteria and loan scenarios for machine-derived letters and statements based on event triggers and business requirements.
Create detailed test plans and perform User Acceptance Testing for statement and letter changes, then monitor enhancements after implementation.
Determine best practices for programming machine-derived letters for different project requests and scenarios.
Work with cross-functional teams and Legal Compliance to define logic, timing, and guidelines for customer-facing communications.
Work with project and change managers on projects related to regulatory requirements and business needs.
Coordinate with print vendors, communicate requirements, and prioritize programming requests using input from internal partners, Legal Compliance, and Change Management.
Manage the print vendor relationship to ensure communications are sent accurately and on time.
Support large-scale annual projects, including Year End, Annual Privacy Notice distribution, and Code Cross testing.
Comply with company policies and procedures.
Maintain regular and punctual attendance.
Perform other related duties as assigned.