Communications Governance Manager

Carrington; Columbus (OH); Remote; USD 90,000 - 110,000; Full time

Job summary

A leading mortgage servicing company is seeking a Communications Governance Manager to oversee the end-to-end communications process, ensuring compliance and effectiveness. The role involves drafting and reviewing customer communications and collaborating with internal and external partners. Ideal candidates have extensive experience in mortgage servicing and excellent communication skills. This position offers a competitive salary ranging from $90,000 to $110,000 plus an annual bonus.

Benefits

Comprehensive healthcare plans

401(k) match

Fitness and retail discounts

Customized training programs

Educational Reimbursement

Employee referral bonuses

Qualifications

• 5+ years of experience in mortgage servicing with compliance emphasis.
• 3+ years authoring customer-facing content.
• Strong knowledge of mortgage servicing regulations.

Responsibilities

• Draft and review customer-facing communication for compliance.
• Conduct regular audits to ensure accuracy.
• Collaborate with business partners for compliance solutions.

Skills

Mortgage servicing compliance

Customer-facing content creation

Project management

Verbal and written communication skills

Education

Bachelor’s degree in business administration or related field

Tools

Content management tools

Compliance solutions (e.g., Messagepoint, Covius)

Job description

Come join our amazing team and work remote in either Central Time Zone or Eastern Time Zone hours!

The Communications Governance Manager will be responsible for overseeing the end-to-end communications process within the mortgage servicing division, ensuring that all touchpoints are compliant, clear, and implemented/delivered in a cost-effective manner. Design a formal process for reviewing communication pieces and establish a robust document management framework while partnering with business leaders and legal counsel to ensure compliance requirements are met. Perform duties in accordance with company policies, procedures, investor guidelines and applicable laws and regulations. The target pay range for this position is $90,000 - $110,000 + Annual Bonus. Pay is based on job-related knowledge, skills, experience, and other relevant factors.

What you'll do:

• Responsible for drafting and reviewing all customer facing communication pieces (i.e. letters, emails, web based, etc.) to ensure compliance with all applicable regulations, laws and company policies.

• Identify areas for improvement in the communication process and compliance, propose cost-effective solutions for both traditional and digital communications.

• Conduct regular audits of letter logic and regulatory requirements to ensure accuracy and compliance.

• Analyze and streamline communication strategies to minimize unnecessary communications while keeping all stakeholders informed.

• Engage with internal and external legal counsel to address and resolve identified issues, ask probing questions to explore alternative solutions and a proper understanding of regulatory and systems alignment.

• Collaborate with technology partners to optimize letter integrations and compliance solutions.

• Write clear, concise, and customer-facing content that meets regulatory requirements and enhances customer awareness and engagement.

• Serve as a project manager when necessary, leading initiatives to control and enhance communication processes.

• Monitor and report on the effectiveness of communication strategies, adjusting as needed.

• Build rapport and maintain trust with business and compliance partners throughout the organization to enable collaboration and efficient change management processes.

• Continually monitor industry trends and changes in regulations affecting mortgage servicing communications, adapting communications to align with best practices.

• Perform other duties as assigned.

What you'll need:

• Bachelor’s degree in business administration, Finance, Communication, or a related field. Master’s degree is a plus.

• Five plus (5+) years of experience in mortgage servicing, with a strong emphasis on compliance, letter logic/ targeting rules, and multi-channel communication processes.

• Three plus (3+) years of experience authoring customer facing content.

• Experience with the full life cycle of the communication processes and project management, is essential for success in this position.

• Strong working knowledge of mortgage servicing and compliance regulations/issues specific to mortgage servicing customer communications.

• Excellent verbal and written communication skills, with the ability to present complex information in a clear and concise manner aligned with regulatory guidelines.

• Familiarity with content management tools and compliance solutions (e.g., Messagepoint, Covius).

Our Company:

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonmortgage.com .

What We Offer:

• Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.

• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.

• Customized training programs to help you advance your career.

• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.

• Educational Reimbursement.

• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org.

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Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.