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 use tech to tackle housing’s biggest challenges and impact the future of the industry. You’ll be a part of an expert team thriving in an energizing, flexible environment. Here, you will grow your career and help create access to fair, affordable housing finance.

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.

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

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].

Fannie Mae is a flexible hybrid company. We embrace flexibility for our employees to work where they choose, while also providing office space for in-person work if desired. At times, business need may call for on-site collaboration, which means proximity within a reasonable commute to your designated office location is preferred unless job is noted as open to remote.

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.