Client Experience Coordinator

Who We Are:
We are a team of passionate, hardworking mortgage professionals who genuinely care about the work we do and the people we serve. We help people achieve their dream of homeownership, and we are looking for a key partner with high standards and exceptional drive to keep our operations running at the highest level.

About the Role:
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!

Why Join Us?

• Direct Mentorship: Work one-on-one with a top-producing Loan Officer invested in your personal and professional growth, gaining unparalleled insight into the mortgage world.
• High-Trust Culture: Work in an environment that respects autonomy, demands excellence, and celebrates wins.
• Impactful Work: Be an integral part of helping families achieve homeownership and make a direct impact every single day.
• Benefits include: Medical/Dental/Vision available 1st of month following 3 days of employment; Long Term Disability; Life Insurance; IRA with company match; Paid Time Off; Paid Holidays

Who You Are (This Job Is For You If...):

• Extreme Attention to Detail: You double-check your own work so nobody else ever has to. "Good enough" isn't in your vocabulary.
• Speed AND Accuracy: You move fast, but never at the expense of precision. You balance urgency with correctness effortlessly.
• The "Clean Sink" Mindset: You don't leave loose ends. You close loops, clear inboxes, follow through, and take full accountability for your domain.
• Warm & Confident Communicator: You are natural, polished, and professional on the phone and in writing. People trust your follow-up, and you take pride in "wowing" clients and teammates alike.
• Proactive & Independent: Once trained, you don't wait to be told what to do-you anticipate needs, guard the Loan Officer's time, and handle issues before they arise, and stay one step ahead.
• Organized Under Pressure: You manage shifting priorities and multi-step tasks with excellent time management and follow-through, and deadlines don't rattle you.
• Passionate About People: You genuinely enjoy helping others, bring a positive attitude every day, and want to grow with a team that values excellence and fun.
• Trustworthy & Discreet: You handle confidential client and financial information with strong integrity and good judgment.

Key Responsibilities:

• Lead Management & Client Onboarding: 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.
• Calendar & Appointment Management: 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.
• Inbox & Operations Gatekeeper: 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.
• Client & Partner Communication: 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.
• Database & Client Experience: 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.
• Marketing Support: Assist with newsletters, video emails, social media engagement, and uploading or creating marketing content in partnership with the Loan Officer and marketing team.
• Executive & Administrative Support: 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.

Required Skills & Experience:

• 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.
• Experience with Canva, digital marketing, or social media is a plus.
• Professional, polished, and enthusiastic about customer service.
• High school diploma or equivalent required; bachelor's degree a plus.