Construction Loan Coordinator

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

The Construction Loan Coordinator provides essential intake, coordination, and first-level branch guidance for the Construction Lending department.

This role acts as the primary point of contact for incoming requests, managing and prioritizing the ServiceNow ticket queue and the department’s shared inbox.

The Coordinator assists branch teams by clarifying process flows, locating approved guidelines, and ensuring required contractor documentation moves forward smoothly. Complex scenarios, credit decisions, and specific loan approvals are efficiently routed to specialized team members or managers.

What you will do:

• Monitor, categorize, assign, and track ServiceNow tickets and shared inbox requests. Ensure accurate status updates, aging follow-up, and thorough closure documentation.

• Provide clear, accurate responses to general scenario, guideline, and process flow questions using approved department resources, checklists, templates, and credit policy links.

• Assist branch teams with contractor review document gathering. Identify missing or stalled items, provide approved instructions/templates, and follow up to ensure a clear next step.

• Recognize and route complex loan structures, exceptions, construction approval items, investor-specific questions, and escalated files to the appropriate Construction Lending Specialist, Manager, Draw Administration Specialist, Underwriting, or other review owner.

• Maintain summaries of recurring questions, updated resource links, template feedback, and process improvement observations for leadership review.

What we are looking for:

• 2+ years of experience in mortgage operations, loan setup, processing, sales support, help desk, or branch support.

• Direct experience working within construction lending.

• Demonstrated experience using Encompass or equivalent Loan Origination Software (LOS).

• Proven experience managing shared inboxes or ticketing systems like ServiceNow.

• Experience utilizing credit policies, checklists, job aids, and templates to answer general process and guideline questions without making credit decisions.

• Proven ability to identify complex scenarios that require escalation to specialists, underwriters, or management.

• Solid foundational knowledge of mortgage operations and standard mortgage loan documentation.

This is a fully remote position. Candidates must have access to a quiet home office space and reliable high-speed internet.

Schedule: Must be able to work standard business hours within the Central Time Zone (CST).

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 careers@fairwaymc.com. 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.