Client Experience Specialist- Marketing | Sage Home Loans
Sage Home Loans Corporation is a digital mortgage lender solution redefining the mortgage origination experience. As a Client Experience Specialist, you’ll be the trusted voice behind the brand, supporting clients directly and ensuring they feel heard throughout the mortgage process.
Responsibilities
- Monitor and manage client reviews across platforms such as Google Business, Trustpilot, Zillow, BBB, and others, ensuring responses are timely, accurate, and aligned with Sage’s brand voice
- Serve as a client-facing representative by making and receiving calls to address concerns, provide clarity, and reinforce a positive end-to-end mortgage experience
- Act as the primary point of contact for escalations, delivering empathetic, fast, and effective resolution while upholding compliance and client-first standards
- Identify patterns in client sentiment and feedback; track themes, analyze trends, and report insights to Marketing, Sales, and Operations to drive continuous improvement
- Partner cross-functionally to bridge communication between mortgage teams and brand/marketing efforts, ensuring consistency in messaging and service
- Proactively connect with clients post-closing to gather feedback, confirm satisfaction, and resolve lingering questions
- Document all client interactions, trends, and learnings in clear, actionable formats for internal partners
- Contribute to internal meetings by sharing reputation insights, emerging issues, and opportunities to elevate the client experience
Skills
- Experience in reputation management, brand communications, or public response drafting
- Solid understanding of the mortgage process and common client touchpoints, ideally with previous experience in lending, processing, or client-facing mortgage roles
- Strong verbal and written communication skills with the ability to deliver clear, empathetic, and brand-aligned messaging across phone and digital channels
- Proven collaboration skills and a team-first mindset; comfortable partnering across Marketing, Sales, Operations, and CX
- Ability to succeed independently in a fast-paced, remote or hybrid environment while maintaining accountability and responsiveness
- Strong organizational skills with the ability to manage multiple feedback channels, calls, and tasks simultaneously
- Analytical mindset with comfort identifying trends, root causes, and opportunities for improvement in client sentiment data
- Proficiency with reporting tools such as Excel or Google Sheets to track review volume, performance metrics, and sentiment trends
- Intellectual curiosity, proactive problem-solving, and a natural desire to understand client motivations and improve their experience
- Familiarity with public review platforms (Google Business, Trustpilot, Zillow, BBB), or willingness to learn
Benefits
- Health Insurance Coverage (medical, dental, and vision)
- Life Insurance
- Short and Long-Term Disability Insurance
- Flexible Spending Accounts
- Paid Time Off
- Holiday Pay
- 401(k) with match
- Employee Assistance Program
- Paid Parental Bonding Benefit Program
- Flexible Paid Time Off (PTO): We believe time to rest and recharge is essential. That’s why we offer a generous and flexible PTO policy. Full-time employees accrue 20 days of PTO for a full calendar year annually, with an increase to 25 days after five years of service.
Company Overview