Client Experience Specialist

About the Role

Calque is looking for a personable, well-organized, and proactive Client Experience Specialist with experience in real estate and mortgage transactions to join their expanding team. This role plays a key part in providing exceptional service to customers and lending partners during the Buy Before You Sell journey.

The ideal candidate will have practical knowledge of real estate or mortgage transaction workflows, understanding how the process progresses from application to closing. They should enjoy keeping both customers and partners informed, organized, and on schedule.

This is an active, hands-on position within a fast-paced fintech startup, requiring direct customer engagement, real-time problem solving, and assisting wherever needed to advance transaction files and maintain relationships.

This is a fully remote position offering flexibility and growth potential as the company expands into new markets.

Job Overview

The Client Experience Specialist will guide customers and partners from application to closing, ensuring transparent communication, adherence to timelines, and effective expectation management. Familiarity with transaction timelines, valuation methods, and a collaborative approach focused on outstanding experiences is required.

Key Responsibilities

• Lead customers through each stage from application to transaction completion.
• Convey program structure, expectations, and next steps clearly.
• Foster strong relationships with loan officers, customers, and partners.
• Provide timely and thoughtful responses to questions and issues.
• Handle incoming applications and maintain accurate documentation.
• Manage deadlines proactively to keep files moving forward.
• Analyze and enter data into both internal and partner systems.
• Review appraisals, automated valuation models, and supporting valuation materials.
• Maintain clear communication internally and externally across teams.
• Coordinate with operations, title companies, and lending partners to ensure smooth transaction flow.
• Issue updates and escalate risks or delays promptly.
• Collect and share feedback to enhance customer experience and internal processes.
• Manage CRM and customer management systems efficiently.
• Assist with testing and launching new processes or products.
• Support team efforts and provide help during busy periods.
• Complete any additional duties as assigned.

Day-to-Day Activities

• Explaining next steps to customers to alleviate concerns.
• Coordinating with partners to avoid transaction delays.
• Reviewing files to ensure completeness and readiness.
• Maintaining pipeline accuracy and system hygiene.
• Assisting the team in various areas to improve results.

Qualifications

• Experience in real estate transactions, mortgage processing, loan coordination, title, escrow, or comparable roles.
• Thorough understanding of the home purchase and financing process from application to closing.
• Knowledge of loan documentation, transaction timelines, and valuation concepts such as appraisals and AVMs.
• Familiarity with CRM platforms, transaction systems, or loan support tools is preferred.
• Strong written and verbal communication capabilities.
• Excellent organizational and time-management skills.
• Proactive problem-solving with confident decision-making.

Candidate Attributes

• Customer-centric attitude with high empathy and professionalism.
• Self-motivated and comfortable in a rapidly changing environment.
• Reliable, responsive, and composed under pressure.
• A collaborative team player willing to support as needed.
• Eager to grow alongside a growing fintech company.

Benefits

• Fully remote work setting.
• Paid time off.
• Opportunities for career development and expanded responsibilities as the company grows.