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 action-whether 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:

• Bachelor's degree in Communications, Journalism, Marketing, or related field, preferred.

• 3 - 5+ years of experience in customer communications, content marketing, or UX writing-preferably 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.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.