FLS Business Process & Documentation 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

FLS Business Process & Documentation Specialist

Location: Remote, Nationwide Opportunity

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.

What You'll Do:

• 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.

Knowledge & Skills:

• 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.

Education & Experience:

• 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.

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.