Customer & Partner Success Agent - Reverse

Fairway Independent Mortgage Corporation • TX - Remote, TX

1d • Remote

About The Position

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.

Requirements

• 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.

Responsibilities

• 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 This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed