Client Experience Coordinator

FIRST WORLD MORTGAGE CORPORATION•West Hartford, CT

11d•$50,000 - $58,000•Onsite

About The Position

We are seeking a Client Experience Coordinator to serve as the right hand to a top-producing Loan Officer and play a vital role in ensuring a smooth, efficient, and client-centered mortgage process. The Client Experience Coordinator oversees lead management, calendar coordination, client and partner communication, and database upkeep with precision and care. You will be the gatekeeper and first point of contact for new leads, responsible for making a stellar first impression, setting appointments that stick, and delivering an exceptional experience from day one. This high-impact position is built for a relentless self-starter who takes immense pride in precision, execution, and organization. If you are the type of person who cannot go to bed with dishes in the sink, who naturally double-checks your own work, and who thrives in a fast-paced environment keeping systems and relationships running seamlessly behind the scenes, you will love it here!

Requirements

Prior experience in executive/administrative support, sales coordination, mortgage, real estate, or financial services preferred.
Strong verbal and written communication skills with a high comfort level with phone and email communications.
Tech-savvy, with familiarity with (or ability to quickly learn) platforms such as Outlook, Excel, Encompass, SalesMsg, SimpleNexus, and Total Expert.
Strong organizational habits, excellent time management and follow-through, and the ability to prioritize multi-step tasks under tight deadlines and shifting priorities.
Professional, polished, and enthusiastic about customer service.
High school diploma or equivalent required

Nice To Haves

Bachelor's degree a plus.
Experience with Canva, digital marketing, or social media is a plus.

Responsibilities

Respond promptly to every new lead, onboard leads into the CRM and lead tracker, schedule borrower consultations, and keep the pipeline organized and moving.
Track and report on lead activity so the team always knows where things stand.
Set and confirm appointments for the Loan Officer and team, keep the calendar optimized and up to date to protect deep-work time, review next-day schedules, coordinate recurring referral partner meetings, and prep the Loan Officer for daily outreach.
Filter, organize, and delegate incoming emails and calls, and answer the phone for the team, to ensure timely follow-up and create space for the Loan Officer to focus on lead generation and closing.
Speak comfortably with clients and referral partners by phone, text, and email to confirm appointments, follow up on leads, and provide status updates with warmth and professionalism.
Implement and track client engagement programs, including gifting, annual mortgage reviews, birthday and closing anniversary outreach, handwritten notes, post-closing surveys, event outreach (lunch & learns, happy hours, webinars), and CRM upkeep, including keeping mailing addresses accurate for mailers.
Assist with newsletters, video emails, social media engagement, and uploading or creating marketing content in partnership with the Loan Officer and marketing team.
Handle expense reports, incoming mail, and documentation; maintain the team's digital systems and tech tools; and execute daily operational tasks to support business growth.