Delivering Customer Success: Meet Erica Kaurich, Tier 2 Customer Support Manager
In this series, we’re focused on the humans who make up Sagent. We’re fortunate to have a team that is constantly evolving – both professionally and personally – folks from all over the world who bring a variety of experience, education, and perspectives to advance our challenging mission. We’re excited to introduce you to some of these talented people who make Sagent a vibrant, productive community.
Tell me about your family, pets, where you live, and anything else you’d like to share about your life to help people get to know you.
I have a son who will be turning 30 this year and three wonderful grandchildren: Dakota (11), Nash (7), and Audrey (5). I lost my younger brother a few years ago, but I stay closely connected with his son [my nephew], who competes in a dirt track racing series. I also have a three‑year‑old German Shepherd named Maggie, and I help care for my disabled cousin, Georgie.
Where did you grow up?
I grew up just outside of town in a small farm community in rural northeast Ohio, and I never strayed far. I attended Stark State College in Canton, Ohio, and I now live just 15 minutes from where I was raised, in Beloit, Ohio.
What are your hobbies?
I enjoy spending time with my grandchildren, traveling with friends, and going racing with my nephew.
Do you do any volunteer work or have a soft spot for any charity in your community?
I volunteer with Harvesting Hope, a local group that delivers meals to seniors and supports nearby food banks. I also donate to St. Jude, a cause that’s especially meaningful to me.
What are your favorite movies, music, or TV shows?
I’m a fan of all music genres! For TV shows, I especially like watching Chicago Fire and Chicago PD.
Tell me about any notable accomplishments that you’re proud of.
I am proud of my work ethic and how I’ve always strived to improve myself. I was promoted to AVP of the Mortgage Default team in my last role. More recently, I was promoted to Manager of the Customer Support Tier 2 team in August 2025 at Sagent – which I am very proud of.
Tell me more about your career journey. Highlight a particularly positive or negative experience and what you learned from it.
My first job was at KFC when I was 15 years old. But when it came to my mortgage career, I began as a collector of home loans, and after a few mergers and acquisitions, I was promoted to Supervisor of the High-Balance Collection Team. In 2010, I was asked to create a mortgage default team. I was promoted to Assistant Vice President in 2011 and was responsible for loss mitigation, foreclosure, bankruptcy, and moving properties to REO. I stayed with this company when they were purchased again in August 2017, and I worked through the transition period. A former colleague of mine recommended me for a customer support position at Fiserv which later became Sagent, and I’ve been here since October 2017.
What does your “day to day” look like in your role at Sagent?
To be honest, it’s quite unpredictable. My day revolves around the needs of our customers. My main focus as Tier 2 Customer Support Manager is addressing the cases that our customers open for assistance. My day is a combination of assisting my team with researching customer concerns, providing guidance for the next steps, and answering any questions that come up. It’s a dynamic and ever-changing environment, but it’s always fulfilling to help our customers and support our team.
What is it about your job that motivates or challenges you?
I love finding solutions for complex problems and working with my team to chart the best path forward for our customers.
Have you had an impactful mentoring experience, either giving or receiving?
Yes, I had a great experience mentoring a colleague while he learned about the bankruptcy module in LoanServ. He came into the training without any knowledge of the bankruptcy process but quickly became proficient because he was a quick and eager learner. Throughout our time together, he consistently asked insightful and informed questions, which helped me to understand what he knew and where he needed support. His progress and dedication were truly impressive and serve as one of my most fulfilling experiences in a mentoring relationship.
In your opinion, what is the greatest impact of building cloud-native servicing technology?
I believe that the platform giving users real-time updates and the ability to make changes on the fly will be massively impactful, and I’m proud to contribute to Sagent who is bringing this technology to the market.
When you think about Sagent’s values of “Relentless, Relevant, Respectful and Reliable” which of those resonates with you most?
When I think about our core values, I feel that all four of the “R’s” really reflect how I show up each day. If I were to highlight one, it would be relentless. I am committed to doing the right thing, resolving complex problems for our customers, and supporting my team. I am dependable, follow through on commitments, and strive to contribute positively to the Customer Support team while maintaining fairness, respect, and active listening in every interaction.
What is your experience with Sagent’s culture?
Sagent’s culture encourages great teamwork and collaboration, which allows us to best determine next steps in solving customer concerns. I work alongside such great people, and they make me excited to show up for work. This also promotes a healthy work-life balance, which is always a plus!