Content Strategist, Writer

CrossCountry Mortgage, LLC

. Own the strategy, development, and ongoing evolution of customer-facing content across RoundPoint’s omnichannel experience .

Posted 11/2/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in content development and strategy, with a strong ability to translate complex information into clear, customer-friendly language. Proficient in maintaining brand standards and ensuring compliance in customer communications across various channels.

Highest-signal resume keywords

Content DevelopmentProfessional WritingContent StrategyRegulatory ComplianceAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

WritingEditingProofreadingContent StrategyContent Performance AnalyticsCommunication Requirements DefinitionCustomer Feedback EvaluationMessaging DevelopmentContent Standards MaintenanceMortgage Servicing Concepts

Soft Skills

Attention to DetailOrganizational SkillsCritical ThinkingIndependent WorkCollaboration

Tools & Technologies

Content Management SystemsMicrosoft WordMicrosoft PowerPointMicrosoft ExcelDigital Communications Channels

Industry Keywords

Customer CommunicationsOmnichannel ExperienceBrand StandardsFinancial ServicesCustomer Engagement

About the role

Key responsibilities & impact

Own the strategy, development, and ongoing evolution of customer-facing content across RoundPoint’s omnichannel experience
Write, edit, and maintain customer-facing content across email, SMS, print correspondence, IVR, agent scripting, chat, websites, customer portals, and other channels
Determine the appropriate message, tone, timing, and presentation for customer communications
Develop content strategies aligned with customer needs, business objectives, and communication channels
Identify content gaps and opportunities to make interactions clearer, more consistent, and easier to navigate
Translate complex mortgage servicing concepts, industry terminology, business processes, and regulatory information into clear, concise language
Maintain brand standards, voice, tone, and messaging guidelines across customer communications
Collaborate with business stakeholders, product managers, technology, operations, compliance, and legal
Define communication requirements, develop messaging, and coordinate reviews, approvals, and implementation
Maintain content standards, inventories, documentation, and review processes
Ensure communications remain accurate, current, accessible, compliant, and consistent throughout their lifecycle
Evaluate content effectiveness using customer feedback, operational insights, analytics, and testing results
Identify opportunities to reduce confusion, address recurring questions, and improve customer understanding and engagement

Requirements

What you’ll need

Bachelor’s degree in communications, English, journalism, marketing, public relations, or a related field preferred
5+ years of experience in content development, professional writing, communications, content strategy, or a related discipline
Exceptional writing, editing, proofreading, and communication skills
Ability to translate complex information into clear, concise, customer-friendly language
Strong analytical and critical-thinking skills
Ability to understand business needs, identify communication gaps, and recommend effective messaging approaches
Strong organizational skills and attention to detail
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

Benefits

Comp & perks

Competitive compensation plan
Medical insurance
Dental insurance
Vision insurance
401(k)
Company-provided short-term disability
Employee assistance program
Wellness program
Robust benefits package
Career development opportunities implied by “a culture where you can grow”