Senior Servicing Customer Communications Coordinator – Mortgage Servicing Excellence & Client Engagement Lead

About brighthush

At brighthush, we believe that every homeowner deserves a clear, confident path to financial freedom. As a leading mortgage servicing organization, we combine cutting‑edge technology with a people‑first philosophy to deliver unparalleled service to our borrowers, partners, and employees. Our mission is simple: empower families to achieve their homeownership dreams while fostering a culture of integrity, innovation, and continuous growth.

Role Overview

We are seeking a highly motivated Senior Servicing Customer Communications Coordinator to join our dynamic team. In this pivotal role, you will be the linchpin between our servicing operations, external vendors, and the borrowers we serve. Your expertise will ensure that every communication—whether a letter, email, or automated notification—reflects brighthush’s commitment to clarity, compliance, and customer satisfaction.

Key Responsibilities

• Program Development & Maintenance: Design, develop, and refine automated letter and email templates that align with regulatory standards and brand guidelines.
• Quality Assurance & Testing: Lead rigorous testing cycles for new communication workflows, ensuring accuracy, consistency, and compliance before deployment.
• Vendor Coordination: Serve as the primary liaison with external vendors (printing partners, mailing services, and technology providers), negotiating timelines, quality metrics, and cost efficiencies.
• Process Optimization: Identify bottlenecks in the communication pipeline and implement process improvements that reduce turnaround time and enhance borrower experience.
• Data Analysis & Reporting: Utilize advanced Excel techniques to analyze communication metrics, generate insights, and present findings to senior leadership.
• Cross‑Functional Collaboration: Partner with Servicing, Compliance, Legal, and Customer Experience teams to ensure seamless integration of communication strategies.
• Documentation & Training: Create comprehensive SOPs, training materials, and knowledge bases to onboard new team members and maintain institutional knowledge.
• Continuous Learning: Stay abreast of industry trends, regulatory changes, and emerging technologies that can enhance our communication capabilities.

Essential Qualifications

• Bachelor’s degree in Business Administration, Communications, Finance, or a related field (preferred).
• 4–6 years of progressive experience in mortgage servicing, customer communications, or a related customer‑facing role.
• Proficiency in Microsoft Excel (intermediate to advanced), including pivot tables, VLOOKUP, macros, and data visualization.
• Strong logical reasoning and problem‑solving skills, with a proven track record of troubleshooting complex communication workflows.
• Excellent written and verbal communication abilities, capable of translating technical details into clear, borrower‑friendly language.
• Demonstrated ability to manage multiple projects simultaneously while maintaining high quality and meeting deadlines.
• Experience with document automation tools (e.g., DocuSign, Adobe Sign) and mailing platforms is a plus.

Preferred Qualifications

• Advanced certifications in project management (PMP, Prince2) or Six Sigma.
• Hands‑on experience with CRM systems such as Salesforce or HubSpot.
• Knowledge of mortgage servicing regulations (e.g., RESPA, TILA, ECOA) and compliance best practices.
• Background in data analytics or business intelligence tools (Power BI, Tableau).
• Experience leading cross‑functional teams or vendor management initiatives.

Skills & Competencies

• Analytical Thinking: Ability to dissect complex processes and identify root causes of inefficiencies.
• Attention to Detail: Meticulous approach to drafting, reviewing, and editing communication content.
• Project Management: Proven track record of delivering projects on time and within scope.
• Stakeholder Management: Skilled at building relationships with internal teams and external partners.
• Adaptability: Comfortable navigating a fast‑paced, evolving environment with shifting priorities.
• Customer‑Centric Mindset: Passion for enhancing borrower experience through thoughtful communication.

Tools & Technologies

• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Document automation platforms (e.g., DocuSign, Adobe Sign)
• Mailing and printing solutions (e.g., Pitney Bowes, Printful)
• Data visualization tools (Power BI, Tableau) – preferred
• Project management software (Jira, Asana, Trello) – preferred

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone toward greater leadership and impact. As a Senior Servicing Customer Communications Coordinator, you will:

• Progress into a Servicing Communications Lead or Senior Project Manager position, overseeing larger teams and more complex initiatives.
• Gain exposure to strategic planning sessions with senior executives, shaping the future of borrower engagement.
• Participate in our Leadership Development Program, featuring mentorship, workshops, and cross‑departmental projects.
• Access to continuous learning resources, including online courses, certifications, and industry conferences.
• Opportunity to spearhead innovation projects, such as AI‑driven communication personalization or automated compliance monitoring.

Work Environment & Company Culture

brighthush thrives on collaboration, transparency, and a shared commitment to excellence. Our remote-first culture empowers you to work from anywhere in the United States while staying connected through:

• Weekly virtual stand‑ups and monthly town‑halls.
• Real‑time collaboration tools (Slack, Teams, Miro).
• Flexible work hours that accommodate diverse lifestyles.
• A culture of recognition, where achievements are celebrated through peer shout‑outs, spot bonuses, and annual awards.
• Community outreach initiatives, including volunteer days and financial literacy workshops for local schools.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior mortgage servicing professionals.
• Performance‑based bonuses tied to key metrics such as communication accuracy, turnaround time, and borrower satisfaction.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and a flexible holiday schedule.
• Professional development stipend and tuition reimbursement.
• Employee wellness program, including virtual fitness classes and mental health resources.
• Access to a company‑wide learning platform with courses in leadership, technology, and industry trends.

How to Apply

Ready to elevate borrower communication to new heights? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We’re excited to learn how your expertise can help brighthush continue to set the standard for mortgage servicing excellence.

Join brighthush Today

At brighthush, we don’t just process mortgages—we build lasting relationships that empower families to thrive. If you’re passionate about precision, creativity, and customer impact, we invite you to bring your talents to our team. Together, we’ll write the next chapter in the story of homeownership.