Content Developer

JOB SUMMARY: Responsible for developing and delivering compelling clear and compliant customer communications across the customer lifecycle. This role creates omni-channel content to enhance customer understanding promote trust and drive actionwhether onboarding a new customer explaining loan terms providing relief programs or delivering timely account updates. The role collaborates cross-functionally to ensure message clarity consistency and compliance.

ESSENTIAL JOB FUNCTIONS:

Write edit and optimize customer-facing content across email SMS in-app messaging web direct mail and letters.

Develop content strategies and messaging frameworks that reflect brand voice while adhering to regulatory standards.

Translate complex financial topics into plain helpful and human language.

Collaborate with Compliance Customer Service and other teams to ensure accuracy and alignment with business goals.

Create and maintain templates for recurring messages such as payment reminders disclosures and account updates.

Contribute content for all customer journey touchpoints including acquisition onboarding engagement and retention.

Monitor content performance and user feedback to enhance communication effectiveness.

Uphold content governance standards and manage a scalable content library or CMS.

MINIMUM QUALIFICATIONS:

Bachelors degree in Communications Journalism Marketing or related field preferred.

3 - 5 years of experience in customer communications content marketing or UX writingpreferably in financial services fintech or regulated industries.

Strong writing/editing skills with attention to tone clarity and empathy.

Proven ability to work within brand and compliance guidelines.

Experience writing for digital platforms (email SMS web).

Familiarity with content management systems (CMS) and A/B testing is a plus.

Experience in lending banking insurance or credit products preferred.

Familiarity with tools such as Salesforce Marketing Cloud WordPress and Figma preferred.

Understanding of accessibility best practices and inclusive language standards preferred.

Experience with customer journey mapping or lifecycle marketing preferred

COMPETENCIES:

Customer Focus: Demonstrates empathy and clarity in all communication touchpoints.

Collaboration: Works seamlessly with cross-functional teams including Compliance and Customer Service.

Communication: Exceptional ability to write clearly and concisely; strong verbal and interpersonal communication.

Attention to Detail: Committed to accuracy compliance and quality in written communication.

Adaptability: Able to pivot and tailor messaging across platforms and audiences.

Content Strategy: Understands and applies messaging frameworks and brand voice guidelines.

Innovation: Continuously improves messaging based on customer needs and feedback.

Execution: Meets deadlines prioritizes effectively and manages multiple projects simultaneously.

PHYSICAL DEMANDS

While performing the duties of this job the employee is regularly required to stand walk reach and sit for a minimum of 8 hours with or without reasonable accommodation. The employee is required to use hands to finger handle or feel objects and/or tools. The employee is required to talk or hear with or without reasonable accommodation and must sometimes lift and move up to 10 pounds.

WORK ENVIRONMENT

While performing the logistics duties of this job the employee is frequently exposed to moderate noises such as computers printers and other light traffic noise in an office setting.

This role is in-office. Remote work may be performed from a pre-approved location as arranged and scheduled by team management and approved by department leadership.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change or be supplemented at any time with or without notice.