Sr. Coordinator, Servicing Customer Communications

Freedom Mortgage

26d

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 works with internal business partners and vendors to enhance processes, reduce risk, and support efficient and accurate large-scale letter distribution. This individual contributor identifies and programs selection criteria and loan scenarios for machine-derived letters and statements, develops test plans, performs user acceptance testing, and monitors enhancements after implementation. The position collaborates with cross-functional teams, Legal Compliance, project and change managers, and print vendors to define communication logic, timing, guidelines, and priorities. It also contributes to large-scale annual projects such as Year End, Annual Privacy Notice distribution, and Code Cross testing. The work involves difficult and complex issues that may require understanding a broad set of matters and consideration of multiple issues in the financial and mortgage industry. Problems are typically addressed by drawing on prior experience and analyzing the issues. Work is normally performed in a typical interior office environment with a usually moderate noise level and no hazardous or unpleasant elements.

Requirements

Four to six years of related experience within the mortgage servicing industry.
Logical reasoning and data analysis capabilities.
Exceptional problem-solving skills and strong 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 under tight deadlines while responding 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, 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; monitor enhancements after implementation.
Determine best practices for programming machine-derived letters based on project requests and scenarios.
Work with cross-functional teams and Legal Compliance to define machine-derived letter 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, deliver requirements, and prioritize programming requests using input from internal business partners, Legal Compliance, and Change Management.
Manage the print vendor relationship to help ensure communications are sent timely and accurately.
Contribute to large-scale annual projects, including Year End, Annual Privacy Notice distribution, and Code Cross testing.
Comply with company policies and procedures and maintain regular, punctual attendance.
Perform other related duties as assigned.