Marketing Manager, Mortgage Servicing

Job Description: Mortgage Customer Communications Specialist

Location:

Wilmington, DE

Employment: Contract

Position Overview

We are seeking a

Mortgage Customer Communications Specialist

to support customer engagement and communications throughout the mortgage servicing journey. This is a

hands-on individual contributor role

focused on developing clear, customer-centric content that helps mortgage customers understand their options, utilize digital tools, and navigate servicing events such as payment assistance and disaster relief programs.

The ideal candidate will have experience in

mortgage servicing, financial services communications, or customer lifecycle marketing , coupled with strong writing skills and the ability to thrive in a fast-paced, evolving environment.

Key Responsibilities

Develop and manage customer-facing email communications for mortgage servicing customers, including:
Lifecycle campaigns
Customer newsletters
Service notifications
Educational communications
Create clear, concise communications explaining:
Mortgage payment options
Loan servicing processes
Digital self-service tools and platforms
Customer assistance programs
Disaster recovery and hardship assistance offerings
Partner with digital and web teams to ensure consistent messaging across digital customer touchpoints and website experiences.
Translate complex mortgage servicing topics into customer-friendly, easy-to-understand content.
Support the transition of decentralized or legacy marketing functions into a centralized communications and content strategy.
Manage content creation and execution within an Agile environment using tools such as:
Jira
Workfront
Collaborate cross-functionally with servicing, compliance, operations, digital experience, and marketing teams to deliver effective customer communications.
Maintain alignment with brand, regulatory, and servicing communication standards.
Required Qualifications

Bachelor's degree in Marketing, Communications, Journalism, Business, or related field (or equivalent experience).
2-5+ years of experience in:
Mortgage servicing communications
Mortgage marketing
Financial services communications
Banking customer communications
Strong copywriting and content development experience across:
Email marketing
Customer communications
Digital content
Lifecycle campaigns
Ability to simplify complex servicing concepts into engaging, customer-focused messaging.
Experience working within Agile teams and content workflows.
Hands-on experience with:
Jira
Workfront
Project management and content approval processes
Preferred Qualifications

Experience supporting mortgage servicing organizations.
Knowledge of mortgage products, servicing operations, payment assistance programs, and customer support workflows.
Familiarity with customer journey mapping and lifecycle communication strategies.
Experience navigating organizational change and building new processes within evolving teams.
Background in highly regulated industries such as banking, lending, mortgage, or financial services.