Branch Support Specialist

Be part of a team that's committed to making a difference. We believe in our work and our customers.

Position Location

Remote Type

Office Location (if not fully remote):

Job Description

Are you a mortgage expert with a passion for problem-solving and providing top-notch support? Join our team and be the essential resource our branch partners rely on every day to keep their loans moving smoothly

As a Branch Support Specialist, you will be the first line of defense for our branch network, delivering timely and expert assistance on a high volume of complex issues. Your main responsibilities will include:

• Front-Line Support: Field a high volume of daily inbound incidents and phone calls (maintaining a minimum daily average of 35+ contacts) from our branch partners.

• Expert Problem Solver: Quickly identify and research the root cause of network issues, providing accurate and timely solutions.

• Loan Level Resolution: Assist branches with complex loan-level problems, including troubleshooting issues related to DO/DU, LP/LPA, GUS, guideline interpretation, and all areas of the Encompass loan origination system.

• Guideline Authority: Serve as a subject matter expert on various loan programs, including Conventional, FHA, VA, and USDA, ensuring compliance and clarity for our partners.

• Continuous Improvement: Stay up-to-date on all department communications, process changes, and system updates to maintain high performance standards.

• Team Collaboration: Actively participate in team efforts and projects to achieve departmental goals and contribute to a positive, high-performance work environment.

• Mortgage Industry Expertise: 3+ years of recent, demonstrated experience in the mortgage industry.

• System Knowledge: Solid working knowledge of the Encompass Loan Origination System (LOS) is strongly preferred.

• Underwriting System Proficiency: Extensive knowledge and understanding of automated underwriting systems, including Fannie Mae DO/DU and Freddie Mac LP.

• Loan Program Expertise: Deep knowledge of diverse loan programs (Conventional, FHA, VA, USDA) and secondary marketing guidelines to effectively manage and resolve complex loan-level scenarios.

• Problem-Solving Skills: Proven ability to critically think, research, interpret information, and make sound business decisions quickly in a fast-paced, high-volume environment.

• Communication & Focus: Excellent written and oral communication skills with a strong attention to detail.

• Organizational Mastery: Demonstrated experience with prioritization, time management, and multitasking while adhering to strict deadlines.

• Technical Proficiency: Demonstrated experience with Microsoft Office products (Word, Excel, Outlook).

Hours and Schedule:

• This role operates from 10:30 am - 7:00 pm CST.
• Rotational Saturday shift required.

Location: Remote (U.S.)

• Hybrid Exception: Candidates located within 50 miles of our Madison, WI Headquarters will be required to work a hybrid schedule (2 days per week in the office).

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.

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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 We can answer any questions and keep you updated on future opportunities.

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.