Manager, Customer Communications

The Communication Manager plays a critical role in supporting the enterprise‑wide strategy for how the organization communicates with homeowners. Reporting to the Customer Experience Communication Director, this role helps execute a unified communication vision across Servicing, Originations, Corporate Communications, Digital/Web, and other business areas. The Manager ensures that all homeowner facing communications across web, email, letters, phone, IVR, and emerging channels reflect the company’s brand standards, focus on customer experience priorities, and directly support initiatives that drive customer engagement, loyalty, and recapture. The Communication Manager will collaborate cross functionally to work closely with internal teams, agency partners, and subject‑matter experts to develop clear, consistent, data‑informed messaging that strengthens the homeowner journey. This role contributes to enterprise strategies by transforming complex operational, regulatory, or product information into straightforward content that supports customer understanding, self‑service, and long‑term retention. An ideal candidate brings strong writing and editing skills, relationship‑building capabilities, an analytical mindset, and the ability to manage multiple projects in a dynamic environment. Job Functions and Responsibilities: Craft engaging and clear copy for diverse platforms such as letters, web pages, emails, landing pages, videos, online campaigns, scripting and customer-facing chatbots. Ensure communications align with the company’s strategic goals, boost engagement and self-service objectives to foster lifelong customers, and comply with our established brand and style guidelines. Review and approve all borrower communications to ensure clarity, tone, compliance, and alignment with brand standards. Recommend revisions to existing communications to ensure unified and consistent content, tone, voice, style and branding across borrower-facing channels. Develop borrower-fa