Mortgage Operations Management Associate (Hybrid)
Location
Reston, VA | United States
Job description
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, flexible environment. Here, you will grow your career and help create access to fair, affordable housing finance.
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 MAKE The 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 Experiences
- Bachelor degree or equivalent
- Excellent communication skills (written and verbal)
- Bachelor of Science strongly preferred
- Ability to manage competing priorities and deadlines
- Experience in the Mortgage or servicing background
- Experience with Customer Interaction Management tools such as Salesforce
Skills
- Experience in the process of analyzing data to identify trends or relationships to inform conclusions about the data
- Skilled in presenting information and/or ideas to an audience in a way that is engaging and easy to understand
- Operational Excellence including improving and overseeing operations
- 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
- Relationship Management including managing and engaging stakeholders, customers, and vendors, building relationship networks, contracting, etc.
- Risk Assessment and Management including evaluating and designing controls, conducting impact assessments, identifying control gaps, remediating risk, etc.
- Working with people with different functional expertise respectfully and cooperatively to work toward a common goal
Tools
- Experience using SharePoint
- Skilled in Excel
- Experience using scheduling software to book events
Additional Information
The future is what you make it to be. Discover compelling opportunities at careers.fanniemae.com.
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].
The hiring range for this role is set forth on each of our job postings located on Fannie Mae's Career Site. 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 employee’s physical, mental, emotional, and financial well-being. See more here.
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