Communication Operations Coordinator (Mortgage Servicing)

The Communication Operations Coordinator supports the VP of Servicing Content and Strategic Development by managing the flow of communication projects from initial request through delivery. This role acts as the organizational hub for servicing-related communications—tracking progress, maintaining records, monitoring effectiveness, and ensuring timely, accurate dissemination across departments.

The ideal candidate is detail-oriented, proactive, and comfortable managing multiple moving parts. This person thrives in a structured environment, communicates clearly, and has a strong sense of ownership over process and follow-through.

ESSENTIAL DUTIES and RESPONSIBILITIES, includes the following responsibilities, but not limited to:

• Coordinate servicing communication requests from intake through delivery, ensuring deadlines and standards are met.
• Maintain an organized tracking system for all active and completed communications, including approvals, publication dates, and recipients.
• Work closely with internal stakeholders to ensure information accuracy and alignment with brand and compliance guidelines.
• Monitor and report on communication effectiveness, including open rates, engagement metrics, and feedback trends.
• Manage distribution lists and ensure the right audiences receive the right messages.
• Assist in planning and scheduling recurring communication initiatives, campaigns, and servicing updates.
• Support the VP with administrative and operational tasks to maintain organization, streamline workflows, and ensure visibility across projects.
• Develop and maintain process documentation, templates, and communication logs.
• Serve as a point of coordination between Servicing, Marketing, Compliance, and other departments as needed.

PREFERRED QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in Communications, Marketing, Business Administration, or related field (or equivalent experience).
• 2–4 years of experience in communications coordination, project coordination, or related operations role.
• Strong organizational skills with keen attention to detail and ability to manage competing priorities.
• Excellent written and verbal communication skills.
• Familiarity with email campaign platforms, analytics tools, or CRM systems (e.g., Salesforce, HubSpot, or similar).
• Proficiency with Microsoft Office or Google Workspace; experience with project management tools (e.g., Asana, Monday.com, or Trello) is a plus.
• Collaborative mindset and ability to work cross-functionally.

Attributes for Success

• Highly organized and process-driven
• Strong follow-through and accountability
• Analytical mindset with ability to interpret performance data
• Adaptable and able to thrive in a fast-paced environment
• Excellent interpersonal skills and team orientation

SUPERVISORY RESPONSIBILITIES:

Direct Reports: No

PHYSICAL and ENVIRONMENTAL CONDITIONS

This role operates in an ADA compliant office environment, utilizing typical office equipment and tasks including computer work. The position may involve partial stationary positions and moving throughout the day. Flexibility to work overtime to meet project deadlines is required.

CMG pays a competitive salary which ranges from $55,000 to $70,000. Factors that affect salary may include: Communication Operations, Content Strategist experience, overall knowledge of mortgage servicing industry, number of years worked in mortgage industry, computer skills, customer service experience specific to working with mortgage customer's, and education.