Client Experience Specialist- Marketing | Sage Home Loans

Sage Home Loans Corporation•Charlotte, NC

6d•$28 - $33•Hybrid

About The Position

This role requires a hybrid schedule and will be based in our South Charlotte, NC Headquarters (Tuesday through Thursday) and work fully remotely on Mondays and Fridays each week. As a Client Experience Specialist, you’ll be the trusted voice behind our brand—supporting clients directly, shaping how Sage shows up across public review platforms, and making sure every borrower feels heard from application to closing and beyond. This role blends mortgage expertise with thoughtful communication, reputation stewardship, and real-time problem solving. You’ll partner closely with Sales, Operations, and Marketing to connect the dots between client feedback and meaningful action, helping us deliver a simple, human, and consistently excellent experience. At Sage, we put clients first, and you’ll play a key part in ensuring our clients feel supported, respected, and genuinely cared for at every stage of their journey.

Requirements

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, is preferred.

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.

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.