Job Description As a valued colleague on our team, you will perform tasks that support customer and performance measures that focus on completeness, timeliness, quality, and customer satisfaction. You will support the team as they engage with customers to understand business needs and priorities and efforts to deliver those outcomes. You may assist with identifying and implementing process improvements to increase customer value, as well as assisting with identification of customer problems, process exceptions, and risks. THE IMPACT YOU WILL MAKEThe Operations - Operations Management - Associate role will offer you the flexibility to make each day your own, while working alongside people who care so that you can deliver on the following responsibilities:
Partner with team to gather data to resolve customer issues and third-party service level agreements (SLA).
Assist the team with exception requests, including escalation and communication of production incidents.
Perform tasks related to process improvement efforts.
Collaborate with the team on data analysis, forecasting, and managing capacity.
Assist with monitoring process performance and risk assessments.
Qualifications THE EXPERIENCE YOU BRING TO THE TEAM Desired Experience
Bachelor's degree or equivalent
Demonstrated ability to work effectively as a member of a virtual team
Ability to manage to strict deadlines as well as prioritize and perform tasks in a high-pressure environment
Ability to diagnose and solve problems efficiently and effectively
Demonstrated ability to innovate and improve processes by saving time, reducing costs, reducing risk, or improving the customer experience
Skills
Skilled in presenting information and/or ideas to an audience in a way that is engaging and easy to understand
Influencing including negotiating, persuading others, facilitating meetings, and resolving conflict
Experience gathering accurate information to explain concepts and answer critical questions
Risk Assessment and Management including evaluating and designing controls, conducting impact assessments, identifying control gaps, remediating risk, etc.
Skilled in documentation and database reporting for the purposes of analysis, data discovery, and decision-making with the use of relevant software such as Crystal Reports, Excel, or SSRS
Skilled in the graphical representation of information in the form of a charts, diagrams, pictures, and dashboards with programs and tools such as Excel, Tableau, or Power BI
Tools
Skilled in Excel
Fannie Mae is an Equal Opportunity Employer, which means we are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, religion, national origin, gender, gender identity, sexual orientation, personal appearance, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation in the application process, email us at [email protected].