Client Experience Specialist- Marketing | Sage Home Loans

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 youll be the trusted voice behind our brandsupporting 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. Youll 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 youll play a key part in ensuring our clients feel supported respected and genuinely cared for at every stage of their journey.

What Youll Do

• Monitor and manage client reviews across platforms such as Google Business Trustpilot Zillow BBB and others ensuring responses aretimelyaccurate and aligned with Sages brand voice.

• Serve as a client-facing representative by making and receiving calls to address concernsprovideclarity 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.

• Identifypatterns 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.

What Were LookingFor

• Experience in reputation management brand communications or public response drafting.

• Solid understanding of the mortgage process and common client touchpoints ideally withpreviousexperience 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 whilemaintainingaccountability 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.

• Proficiencywith 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.

Compensation

Total Cash Compensation Range:$28 $33perhour

This range reflects total cash compensation which may include base salary only or base salary plus target bonus depending on the role. Where eligible equity may also be offered separately and notincludedabove. Actual compensation varies based on location experience and qualifications.

The following benefits are provided by Red Ventures subject to eligibility requirements.

• 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 torestand recharge is we offer a generous and flexible PTO -time employeesaccrue20 daysof PTO for a full calendar year annually with an increase to25 daysafter five years of service.

WhoWe Are:

Sage Home Loans Corporationis a digital mortgage lender solution redefining the mortgage origination experience. By buildingnew technologysolutionswerecreating simple and clean customer experiences to simplify the mortgage application process. Our team has developed a fully digital online application that enables the user to complete their application and start looking for the right mortgage that matches their needs 24/7. We then marry the digital journey with exceptional human interaction from our expert Loan Officers to create the best possible borrower experience.

Founded in 2000 Red Ventures (RV) is home to a diverse portfolio of industry-leading brands and businesses strategicpartnershipsand proprietary technology includingSage Home LoansBankrate Lonely Planet The Points GuyBestCollegesand more. Together RV helps millions of people worldwide make lifes most important decisionsacceleratesdigital adaptation and innovates the online consumer experience by improving every step of the consumer journey fromfirstdiscovery of information throughout the decision-making process to transactions. Headquartered south of Charlotte NC Red Ventures employs thousands of people across the US and Puerto Rico with international offices in the UK and Brazil. For more information visitand follow @RedVentures on social platforms.

At Red Ventures we believe diverse inclusive teams are better. To help you better understand our core values and beliefs we encourage you to watch this brief YouTube video:Our Belief Statements. This will giveyouinsight into the principles that guide our work and our commitment to fostering an inclusive environment.

We offer competitive salaries and a comprehensive benefits program for full-time employees including medical dental and vision coverage paid time off life insurance disability coverage employeeassistanceprogram 401(k) plan and a paid parental leave program.

Red Ventures is an equal opportunity employer that does not discriminate against any employee or applicant because of race creed color religion gender sexual orientation gender identity/expression national origin disability age genetic information veteran status marital status pregnancy or any other basis protectedby law. Employment at Red Ventures is based solely on a personsmeritand qualifications.

We are committed toprovidingequal employment opportunities to qualified individuals with disabilities. This includes providing reasonable accommodation whereappropriate. Should you requirea reasonableaccommodation to apply orparticipatein the job application or interview process please contact

If you are based in California we encourage you to read thisimportant informationfor California residents linkedhere.