[Remote] REMOTE Communications Governance Administrator

Note: The job is a remote job and is open to candidates in USA. Carrington Holding Company, LLC is a part of The Carrington Companies, providing integrated mortgage loan servicing assistance. The Communications Governance Administrator will support the communications process within the mortgage servicing division, ensuring compliance and clarity in customer-facing communications while managing projects and collaborating with various stakeholders.

Responsibilities

• 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
• Conduct Quality Assurance efforts on XML, or similar
• 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

Skills

• Bachelor's degree in Business Administration, Finance, Communication, or equivalent work experience
• 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)
• Strong understanding of business processes, project management, and data analysis
• Strong analytical skills with a detail-oriented approach to problem-solving
• Proven ability to establish relationships, collaborating across departments using a customer service approach
• Growth mindset focused on process improvement, user adoption, and customer engagement
• Ability and desire to function in a high-paced, heavily regulated work environment
• Strong time management skills and delivers high-quality work within defined timelines

Benefits

• Comprehensive healthcare plans for you and your family.
• 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.

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