Content Strategy & Writer: Customer Experience Lead

Two Harbors Investment Corp.; Fort Mill (SC); On-site; USD 70,000 - 100,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Content Strategy & Writer to own the strategy and development of customer-facing content across email, SMS, print, IVR, agent scripting, chat, websites, portals, and more.

You will partner with product, technology, operations, compliance, and legal teams to translate complex mortgage servicing concepts into clear, concise language that supports a consistent brand voice and improves the customer experience.

Qualifications

• Bachelor’s degree in communications, English, journalism, marketing, PR, or related field.
• 5+ years in content development, professional writing, communications, or content strategy.
• Exceptional writing, editing, proofreading, and clear language skills.
• Strong analytical skills to align content with business needs and messaging.
• Strong organizational skills and ability to manage competing priorities.
• Understanding of regulatory considerations in customer communications; mortgage/financial services preferred.
• Familiarity with digital channels, CMS, and content performance analytics.

Responsibilities

• Write, edit, and maintain customer-facing content across channels, ensuring clear messaging and appropriate tone and presentation.
• Own content strategy across touchpoints, identifying gaps to make interactions clearer and more consistent.
• Translate mortgage servicing concepts and regulatory information into clear, customer-friendly language.
• Maintain brand voice and content standards across all communications and channels.
• Collaborate with stakeholders across business, product, technology, operations, and legal to define requirements and coordinate reviews.
• Maintain content governance, inventories, and documentation to ensure accuracy and compliance.
• Evaluate content effectiveness using feedback and analytics to reduce confusion and improve engagement.

Skills

Exceptional writing and editing

Content strategy

Analytical thinking

Project management / organizational

Regulatory/compliance understanding

Digital channel familiarity

Education

Bachelor’s degree in communications, English, journalism, marketing, public relations, or related field

Tools

Microsoft Word

PowerPoint

Excel

Job description

RoundPoint Mortgage Servicing LLC is seeking a Content Strategy & Writer to own the strategy and development of customer-facing content across email, SMS, print, IVR, agent scripting, chat, websites, portals, and more.

You will partner with product, technology, operations, compliance, and legal teams to translate complex mortgage servicing concepts into clear, concise language that supports a consistent brand voice and improves the customer experience.