Job Description As a valued colleague on our team, you will lead the team to support customer and performance measures focusing on completeness, timeliness, quality, and customer satisfaction. You will engage with customers to understand business needs and priorities and lead efforts to deliver those outcomes. You will identify, recommend, and assist with implementing process improvements to increase customer value, as well as identify and resolve customer problems, process exceptions, and risks. THE IMPACT YOU WILL MAKEThe Operations - Operations Management - Lead 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:
Support Sellers and Servicers and adhere to service level agreements (SLA).
Research and resolve exceptions, including escalation and communication of corrected documentation.
Assist management with tasks related to the design and execute process improvements.
Perform data analysis, forecasting, capacity management, and loan quality modeling.
Lead the team in monitoring for process performance and perform risk assessments.
Qualifications THE EXPERIENCE YOU BRING TO THE TEAM Minimum Required Experience
4 years of Mortgage Industry experience
Desired Experience
Bachelor's degree or equivalent
Experience supporting Sellers and Servicers
Understanding of loan workouts e.g. delinquency modification, forbearance, exception management etc.
Understanding of mortgage terminology and loan lifecycle
Experience managing cross-functional projects
Demonstrated ability to work effectively as a member of a virtual team
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
Experience gathering accurate information to explain concepts and answer critical questions
Change management skills - document, educate and advise stakeholders through various change initiatives
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
The group of skills related to Business Insight including advising, designing business models, interpreting customer and market insights, forecasting, benchmarking, etc.
Adept at managing project plans, resources, and people to ensure successful project completion
Relationship Management skills including managing and engaging stakeholders, customers, and vendors, building relationship networks, contracting, etc.
Skilled in building and presenting information via Powerpoint to various adudience environements
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
Excel
PowerPoint
Tableau
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 careersmailbox@fanniemae.com.