Content Strategist & Writer - Servicing

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

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

Job Responsibilities:

• Content Development and Channel Alignment: Write, edit, and maintain customer-facing content across channels, determining the appropriate message, tone, timing, and presentation to help customers understand what information means, why it matters, and what action they may need to take.
• Content Strategy & Experience Ownership: Own the content experience across customer touchpoints, developing content strategies that align customer needs, business objectives, and communication channels. Identify gaps and opportunities to make interactions clearer, more consistent, and easier for customers to navigate.
• Plain-Language Communications: Translate complex mortgage servicing concepts, industry terminology, business processes, and regulatory information into clear, concise, customer-friendly language.
• Brand Voice and Content Standards: Maintain consistency with established brand standards, voice, tone, and messaging guidelines across all customer communications while adapting content to each channel and audience.
• Cross-Functional Partnership: Collaborate with business stakeholders, product managers, technology, operations, compliance, and legal understanding business needs, define communication requirements, develop messaging, and coordinate reviews, approvals, and implementation.
• Content Governance and Quality: Maintain content standards, inventories, documentation, and review processes to ensure communication remains accurate, current, accessible, compliant, and consistent throughout their lifecycle.
• Performance and Continuous Improvement: 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.

Qualifications and Skills:

• Bachelor’s degree in communications, English, journalism, marketing, public relations, or a related field preferred.
• 5+ experience in content development, professional writing, communications, content strategy, or related discipline.
• Exceptional writing, editing, proofreading, and communication skills, with 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.
• 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 preferred.
• Proficiency in Microsoft Word, PowerPoint, and Excel.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! careersatccm.com
 

CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com

California residents: Please see CrossCountry’s privacy statement for information about how CrossCountry collects and uses personal information about California applicants.
 

CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law (“Protected Characteristics”). The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion.
 

CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.