Position Title: Client Experience Coordinator

Classification: Non-Exempt

Reports to: Branch Manager

Last Updated: 10/04/25

Summary:

The Client Experience Coordinator will play an important role in the organization by performing, under direct supervision, a number of activities related to assisting Loan Officers build complete loan files for submission.  The Client Care Specialist will oversee all compliance and administrative details throughout the transaction process, provide prompt and courteous service to external clients and internal team members, and process loans in accordance with the time requirements.  They will coordinate early documents and final closing documents on mortgage loans and prepare and present the final disclosures to parties involved in the transaction.

This position does not require an active NMLS license and is prohibited from discussing and/or negotiating loan terms with borrowers.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Job duties include, but are not limited to, the following:

• Provide an application form without assisting the consumer in completing the application. 
• Set and confirm appointments for the Loan Officer and manage calendar. 
• Explain the contents of the application or generally describe the loan application process (without discussion of particular credit terms or products available from a creditor). 
• Provide general information or definitions (e.g., explain credit terminology and/or lending policies or confirm written offer terms already transmitted to the consumer). 
• Pull and prep applications, including updating credit reports and AUS findings, for licensed teammates. 
• Review all documentation for accuracy and compliance.
• Maintain open and frequent communication with Loan Officers, Loan Processors, and Operations team throughout the loan process.
• Answer customer inquiries related to active loan, and/or loan application status.
• Request tax transcripts.
• Review file and closing conditions prior to closing and discuss conditions with the Loan Officer and team.
• Provide administrative support managing various client databases. 
• Prepare and send thank you cards to referral sources and new clients. 
• Provide marketing support by coordinating, creating, obtaining compliance approval, tracking, and distributing advertising materials as needed. 
• Provide additional clerical and administrative support as needed.

Required Skills/ Abilities: 

• Ability to manage multiple priorities, strong detail orientation and highly organized.
• Maintain strong knowledge of industry trends, company products, and operational processes. 
• Works with a strong sense of urgency and responsiveness. 
• Passionate about delivering excellence in customer service. 
• Demonstrated patience and professionalism when interacting with both internal and external customers. 
• Proficiency with data entry, PDF software programs, Microsoft Word, and Excel.
• Strong verbal and written communication skills with basic math skills.
• Impeccable attention to detail and problem-solving skills

Supervisory Responsibilities:

• This position does not have direct or indirect reports.

Education and Experience:

• High school diploma or equivalent required.
• 1+ year of experience in a fast-paced residential mortgage lending environment preferred. 

Physical Demands/ Environment:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

EEO: 

Synergy One Lending provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Other Duties: 

This document is intended to describe the general content and to identify essential functions and requirements for performing this job, and is not an exhaustive statement of duties, responsibilities or requirements. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice. Synergy One Lending complies with the ADAAA and considers reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential job functions. Employment with Synergy One Lending is “at-will,” meaning that either Synergy One Lending or an employee may terminate the employment relationship at any time with or without cause, notice, reason, or justification.