Customer & Partner Success Agent - Reverse

Be part of a team that's committed to making a difference. We believe in our work and our customers. Position Location Remote Type RemoteOffice Location (if not fully remote): n/a

Job Description

Fairway is hiring a Customer & Partner Success Agent (Reverse Mortgage) who serves as the primary, remote point of contact connecting company-sourced consumers, referral partners, and our dedicated reverse mortgage team. In this role, you will drive inbound and outbound communication, follow up on high-quality leads, and schedule qualified appointments to ensure a seamless, positive experience during the initial stages of the reverse mortgage inquiry process. Operating in a fully remote capacity, you will collaborate closely with the AVP of Customer & Partner Success, licensed Loan Officers, and the National Reverse Team to maximize lead engagement, qualification, and successful transfers. What you will do: Conduct targeted outbound calling campaigns to eligible consumers and referral partners generated through company marketing and approved data sources. Promptly respond to inbound calls, emails, and web inquiries regarding reverse mortgage products and educational purposes. Follow up with event registrants, marketing respondents, and prospective borrowers to evaluate interest and guide them through next steps. Coordinate and schedule consultations between prospects and licensed Loan Officers using MS Bookings, Outlook, Zoom, and other scheduling tools. Maintain meticulous lead notes, detailed communication histories, and follow-up tasks within Velocify and other internal CRM platforms. Communicate effectively with assigned Loan Officers regarding borrower needs, updates, and scheduling activities. Deliver a professional, educational, and consultative experience for every consumer while strictly adhering to company compliance and communication standards. Leverage approved scripts, call guides, and outreach strategies to optimize borrower engagement and appointment conversion rates. Assist with administrative tasks, customer support initiatives, and specialized marketing campaigns as directed by leadership. What we are looking for: 1–3 years of experience in customer service, call centers, sales support, mortgage, or a related field preferred. Proficiency with Microsoft Office products (Outlook, Word, Excel) and experience with CRM platforms (e.g., Velocify) is highly preferred. This is a remote/work-from-home position. Fairway Home Mortgage, founded in 1996, is a nationwide leader in the mortgage industry. Customer service is at the heart of everything we do. We deliver personalized loan solutions with some of the fastest turn times in the industry. Our mission is to act as trusted advisors, guiding clients through every step of the mortgage process to exceed expectations and ensure satisfaction. Our culture promotes innovation, growth, and collaboration, offering exciting career paths and professional development. Whether you're starting out or advancing your career, Fairway is a place where your skills and ambitions can thrive. Current Employees: Head to the Fairway Careers Hub in Workday for internal job openings. We post some job openings internally for our employees and others externally for the general public. If you cannot find the perfect role right now, do not hesitate to contact the Careers Team at [email protected]. We can answer any questions and keep you updated on future opportunities. View our E-Verify and Right to Work notices HERE. Important Notice to Job Seekers! We’ve been made aware of fraudulent messages falsely claiming to be from Fairway recruiters, including links to assessments. These are not legitimate and are not affiliated with Fairway Independent Mortgage Corporation. We’re working with our Information Security team to address this issue. Thank you for your vigilance and continued interest in joining Fairway! All official communication will come from verified Fairway email addresses or our official LinkedIn page. If you receive a suspicious message, please do not click any links and notify us. Apply To This Job