Sr. Coordinator, Servicing Customer Communications

The Sr. Coordinator plays a key role in the development, implementation, and maintenance of machine derived letters and notices, ensuring all programmed content aligns with regulatory requirements.  Additionally, they work hand in hand with internal business partners and vendors to further develop and enhance existing processes that reduce risk to ensure efficient and accurate letter distribution on a large scale. Essential Job Duties and Responsibilities: Identify and program selection criteria and loan scenarios for machine derived letters and statements based on event triggers and business requirements to ensure effective and timely communication with Freedom customers. Create detailed test plans and perform User Acceptance Testing for all statement and letter changes, as well as monitor enhancements post implementation to ensure successful installation. Determine best practices for programming machine derived letters based on various project requests and scenarios. Engage with other cross-functional teams and Legal Compliance to define machine derived letter logic, timing, and guidelines for all customer facing communications. Work with project and change managers on a variety of projects related to regulatory requirements and business needs. Coordinate with print vendors to deliver requirements and prioritize each programming request based on information from internal business partners, Legal Compliance, and Change Management. Manage the print vendor relationship to ensure communications are sent timely and accurately.  Play a pivotal role in large scale annual projects, i.e. Year End, Annual Privacy Notice distribution, and Code Cross testing Comply with all company policies and procedures. Maintain regular and punctual attendance. Other Job Duties and Responsibilities: Performs other related duties as assigned.

This position is an individual contributor.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Requires logical reasoning and data analyzation capabilities Exceptional problem-solving skills with a strong attention to detail Ability to think critically and challenge assumptions and conclusions Able to clearly communicate complex information to non-technical stakeholders MS Office, specifically Excel, proficiency at an intermediate level Excellent team player and team builder Ability to manage multiple tasks at once and work under tight deadlines while responding to changing business and technical conditions Education and/or Experience: Bachelor's degree (B.A.) from a four-year College or University or equivalent combination of education and experience, preferred. Four (4) to Six (6) years of related experience within the mortgage servicing industry. Certificates, Licenses, Registrations : None Required Work Complexity: Problems and issues faced are difficult and complex, and may require understanding of broader set of issues. Problems typically involve consideration of multiple issues and understanding of the financial/mortgage industry. Problems are typically solved through drawing from prior experience and analysis of issues. Work Environment : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate. Physical Demands : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.