Senior Partner Support Specialist
About The Position
The Senior Partner Support Specialist plays a key role in supporting the Wholesale Sales Channel by serving as a primary resource for our wholesale partners and their assigned Account Executives. This position is responsible for providing guidance on loan scenarios, system functionality, and file flow, as well as maintaining oversight of partner pipelines to ensure loans progress efficiently and within established SLAs. The Specialist also supports partner onboarding, delivers training, assists with issue resolution, and performs administrative functions within ReverseVision and QuantumReverse. This role helps drive a smooth and productive experience for partners while supporting the broader goals of the Wholesale Sales Team.
Requirements
- Strong self-motivation with the ability to work independently.
- Proactive problem-solving abilities with strong analytical skills.
- Proficiency in MS Office (Word, Excel, PowerPoint) and ability to learn new software.
- Comprehensive proficiency with ReverseVision and QuantumReverse.
- Familiarity with Comergence and Salesforce.
- Expert-level understanding of reverse mortgage products, guidelines, and processes.
- Excellent communication skills, both verbal and written.
- High attention to detail with strong organizational skills.
- Comfortable speaking with partners on the phone and through virtual meetings.
- Ability to work effectively as part of a team.
- Strong interpersonal communication, especially through email and phone
- Customer service-driven approach
- Analytical and solution-focused mindset
- Team collaboration
- Adaptability and flexibility
- 5-10 years Reverse Mortgage experience, preferably in both partner support and processing highly preferred.
Responsibilities
- Conduct New Partner Welcome Calls, providing a clear overview of loan submission, the sale process, and how to effectively work with Longbridge.
- Serve as a primary partner support resource- answer scenario questions, address file-specific issues, assist with conditions, and guide partners on the use of ReverseVision and QuantumReverse (including loan input).
- Deliver frequent training to partners via email, phone, and Teams screensharing on topics such as: Using QuantumReverse Structuring loans Submitting complete, compliant files
- Provide support and guidance to other members of the Partner Support Specialist (PSS) team
- Act as a backup to the Partner Support Manager when needed.
- Track and maintain up-to-date knowledge of all loans in the pipeline for assigned partners.
- Ensure loans move through the process efficiently and within established SLAs.
- Provide direct support to assigned Longbridge Account Executive(s).
- Serve as a backup for Partner Support Administrator when necessary.
- Perform administrative and maintenance tasks in ReverseVision and QuantumReverse to ensure complete and accurate partner setup.
- Maintain ongoing proactive communication and relationship-building with partners in collaboration with the Wholesale Sales Team.
- Perform any additional duties as assigned by management.
Benefits
- Full benefits: Medical, Dental, Vision, FSA/HSA, and wide array of voluntary products and discounts
- 401(k) with company match
- Paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
Number of Employees
101-250 employees
