Communications Governance Administrator
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Job Description
Communications Governance Administrator responsible for compliance in mortgage servicing communications. Drafting customer-facing materials and collaborating with business leaders and legal counsel.
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.
Requirements:
- 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. 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.
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