Single Family Market Engagement Associate
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Job Location:
Monthly Salary:
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Playing an essential role in the U.S. economy Fannie Mae is foundational to housing finance. Here your expertise can help fuel purpose-driven innovation that expands access to homeownership and affordable rental housing across the country. Join Fannie Mae to grow your career and help people find a place to call home.
Job Description
The Single Family Market Engagement Associate serves as a front-line servicing support resource for Fannie Maes mortgage servicing this role you will respond to inbound phone and email inquiries related to the Single Family Servicing Guide policies procedures and operational requirements. You will analyze servicing scenarios in real time independently research and interpret policy and provide accurate consistent guidance while engaging directly with customers. The role requires sound judgment comfort operating in gray areas and the ability to remain calm and customer-focused during complex interactions.
This position operates in a fast-paced multi-process environment and supports the Servicing Support Teams (SST) mission to deliver high-quality compliant servicing guidance while maintaining a strong customer experience.
THE IMPACT YOU WILL MAKE
As a Single Family Market Engagement Associate you will play a critical role in supporting Fannie Maes servicing customers by delivering timely accurate and consistent guidance. You will:
- Serve as a primary point of contact for inbound servicing inquiries providing clear guidance on Single-Family Servicing Guide requirements policies and procedures.
- Apply sound judgment to interpret and apply servicing policy to non-standard or complex scenarios often while engaged in live customer conversations.
- Independently research and resolve inquiries by navigating multiple systems tools and documented processes while maintaining customer engagement.
- Manage multiple active cases inquiries or workflows concurrently prioritizing effectively with limited direction and a strong sense of ownership.
- Accurately document customer interactions analysis and outcomes in accordance with SST operational quality and compliance standards.
- Build and maintain subject matter expertise across servicing topics to effectively support customers and internal business partners.
- Identify recurring issues trends or potential process gaps and elevate insights through appropriate SST channels.
- Contribute to operational activities and cross-functional initiatives that support servicing operations customer engagement and continuous improvement.
THE EXPERIENCE YOU BRING TO THE TEAM
Required Experience
- Experience in mortgage servicing investor relations loss mitigation servicing operations policy support or a related field.
- Demonstrated ability to interpret and apply policies procedures or regulatory guidance including situations that require judgment and comfort operating in gray areas.
- Strong verbal and written communication skills with the ability to clearly explain complex requirements to external customers in a professional and customer-focused manner.
- Proven ability to work independently with minimal direction demonstrating accountability follow-through and sound decision-making.
- Ability to manage multiple inquiries or processes simultaneously while maintaining accuracy attention to detail and compliance standards.
Desired Experience
- Bachelors degree or equivalent professional experience.
- Working knowledge of the Fannie Mae Single-Family Servicing Guide or comparable investor guidelines.
- Experience supporting live inbound phone inquiries that require real-time non-scripted analysis and customer engagement.
- Strong analytical and critical thinking skills including the ability to assess complex scenarios and determine appropriate next steps while engaged with customers.
- Experience navigating multiple systems reference tools and knowledge bases concurrently.
- Familiarity with servicing escalation management case documentation quality standards or operational support functions.
Single Family Market Engagement - Customer and Partner Management - Associate
#LI-NL1 - Hybrid
Qualifications
Education:
Bachelors Level Degree (Required)The future is what you make it to be. Discover compelling opportunities at most roles employees are expected to work onsite on a regular basis at their designated office -office work cadence is determined by your manager. Proximity within a reasonable commute to your designated office location is preferred unless the job is noted as open to remote.
Fannie Mae is an equal opportunity employer and considers qualified applicants for employment without regard to race color religion sex national origin disability age sexual orientation gender identity/gender expression marital or parental status or any other protected factor. Fannie Mae is committed to providing reasonable accommodations to qualified individuals with disabilities who are employees or applicants for employment unless to do so would cause undue hardship to the company. If you need assistance using our online system and/or you need a reasonable accommodation related to the hiring/application process please complete this form.
The hiring range for this role is set forth below. Final salaries will generally vary within that range based on factors that include but are not limited to skill set depth of experience certifications and other relevant qualifications. This position is eligible to participate in a Fannie Mae incentive program (subject to the terms of the program). As part of our comprehensive benefits package Fannie Mae offers a broad range of Health Life Voluntary Lifestyle and other benefits and perks that enhance an employees physical mental emotional and financial well-being. See more here.
Requisition compensation:
85000to
110000Required Experience:
IC
Key Skills
About Company
At Fannie Mae, futures are made. The inspiring work we do helps make a home a possibility for millions of homeowners and renters. Every day offers compelling opportunities to impact the future of the housing industry while being part of an inclusive team thriving in an energizing, fle ... View more
