[Hiring] FLS Business Process & Documentation Specialist @Fairway Independent Mortgage Corporation

Role Description

The FLS Business Process & Documentation Specialist keeps our team organized, clear, and moving forward. In this role, you will drive continuous improvement by documenting our processes, tracking changes, and mapping out requirements. A big part of your day-to-day will be taking complex, technical information and translating it into simple, user-friendly content that makes sense to everyone—whether they are a customer, a developer, or an internal team member.

• Create, write, and update clear, consistent documentation for company processes, system requirements, and operational changes.
• Write and manage content for our knowledge bases, internal newsletters, panel announcements, and company web pages.
• Design and build training materials tailored to different departments to help our teams grow their skills and stay aligned with company goals.
• Regularly review and refresh existing documentation to reflect new product features and process updates.
• Build clear workflows, diagrams, and screenshots to make our documentation highly visual and easy to follow.
• Manage our document storage and version control so the team always has the right file.
• Ensure all written materials match our internal style guides and quality benchmarks.
• Help gather business requirements and support the rollout of new projects.
• Partner directly with business leaders and subject matter experts across the company to build communications that support our big-picture goals.
• Stay in close communication with project teams to ensure everyone stays aligned on objectives.
• Participate in testing new systems or procedural changes, compiling clear results for leadership to review before deployment.

Qualifications

• A solid understanding of everyday business operations and acronyms.
• The ability to clearly explain technical concepts to non-technical people, combined with strong editing, proofreading, and practical organizational skills.
• Familiarity with setting up and maintaining workflows and processes in large, complex environments.

Requirements

• An Associate’s or Bachelor’s degree in English, Technical Communication, Journalism, Computer Science, or a related field (equivalent practical experience counts too!).
• 2+ years of experience in a technical writing, documentation, or process-driven role.
• Experience working comfortably in a fast-paced, evolving environment.
• A history of researching information, solving problems, and making sound business decisions.
• Experience in keeping multiple projects organized, accurate, and detailed, even under tight deadlines.
• A knack for creative problem-solving and thinking critically about the pros and cons of different solutions.
• Excellent verbal and written communication skills with great attention to detail.

Company Description

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.