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, 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. 

 

What You'll Do  

• 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. 

 

What We're Looking For  

• 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. 

 

Compensation  

Total Cash Compensation Range: $28 – $33 per hour 

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 not included above. 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 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. 

   

Who We Are:  

Sage Home Loans Corporation is a digital mortgage lender solution redefining the mortgage origination experience. By building new technology solutions we're creating 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, strategic partnerships and proprietary technology, including Sage Home Loans, Bankrate, Lonely Planet, The Points Guy, BestColleges and more. Together, RV helps millions of people worldwide make life’s most important decisions, accelerates digital adaptation, and innovates the online consumer experience by improving every step of the consumer journey from first discovery 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, visit https://redventures.com and 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 give you insight 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, employee assistance program, 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 protected by law. Employment at Red Ventures is based solely on a person's merit and qualifications.   

We are committed to providing equal employment opportunities to qualified individuals with disabilities. This includes providing reasonable accommodation where appropriate. Should you require a reasonable accommodation to apply or participate in the job application or interview process, please contact accommodation@redventures.com.   

If you are based in California, we encourage you to read this important information for California residents linked here.