Job Description
Do you enjoy helping customers make sense of complex information? Midland Mortgage is seeking a Communications Specialist III to lead complex borrower communications and change initiatives from research and strategy through evaluation. You will analyze communication challenges, shape evidence-based recommendations, and guide partners toward clear, accessible messages. This advanced individual-contributor role leads through expertise and influence.
What You'll Do
- Lead complex, ambiguous, high-risk, or enterprise-impacting initiatives from strategy through implementation and post-launch evaluation.
- Research borrower needs and communication challenges; analyze root causes, call-driver trends, and feedback. Define audiences, desired actions, measures, risks, and evaluation points.
- Translate complex legal, regulatory, business, and process information into clear, accessible content for letters, email, websites, video scripts, agent talking points, surveys, and campaigns.
- Build alignment among business units, Legal, Compliance, Corporate Technology, and other partners; frame trade-offs and guide stakeholders through recommendations and change.
- Assess results and business impact; recommend whether to scale, redesign, stop, or invest further. Develop reusable playbooks, templates, and practices, and coach peers and project teams.
- Interpret the approved Voice of Midland in complex situations, advise partners, and recommend changes to the Communications Manager, who retains accountability for standards and governance.
- Partner with MM Letters to operationalize approved borrower-letter content. Communications owns messaging and content; MM Letters manages templates, testing, file movement, production release, and related technical support.
Qualifications
- Bachelor’s or Master’s degree in communications, marketing, business administration, or a related field.
- Three to five years of experience coordinating complex, cross-functional projects through planning, implementation, and evaluation, including managing timelines, stakeholders, and approvals. Experience coordinating such projects in a communications or public relations field is strongly preferred.
- Strong writing, editing, proofreading, and verbal communication skills, with the ability to translate complex information into clear, concise, borrower-focused content.
- Strong analytical skills, including the ability to interpret borrower feedback and performance data, identify trends and root causes, assess risks, and make evidence-based recommendations.
- Ability to build relationships across business and technical teams, facilitate decisions, and influence partners without formal authority.
- Experience evaluating customer-facing websites or other digital experiences for clear content, intuitive navigation, information placement, labeling, and overall usability.
- Working proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
- Demonstrated ability to learn and adapt to new technologies, including publishing, workflow, project-management, survey, and reporting systems.
Preferred qualifications: AP Style knowledge and experience with Adobe Acrobat or design software.
What Will Help You Succeed
- Balance borrower needs with business objectives, accessibility, and regulatory requirements.
- Identify root causes, surface risks, weigh trade-offs, and recommend practical next steps.
- Build partner support and use results and borrower feedback to improve communications.
Our team is dedicated to making the mortgage process easier to understand and navigate. You will help shape communications that guide borrowers through important decisions and milestones, reinforcing Midland as a trusted partner throughout their mortgage journey.