Operations - Operations Management - Senior Associate

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

As a valued colleague on our team, you will provide support to customer and performance measures that focus on completeness, timeliness, quality, and customer satisfaction. You will engage with customers to understand business needs and priorities and efforts to deliver those outcomes. You will identify and assist with implementing process improvements to increase customer value, as well as assisting with identification and resolution of customer problems, process exceptions, and risks.

The Impact You Will Make

• Partner with team to resolve customer issues and manage third party service level agreements (SLA).
• Research and resolve exceptions, including escalation and communication of production incidents.
• Support execution of process improvement efforts.
• Perform data analysis, forecasting, capacity management, and loan quality modeling.
• Monitor for process performance and perform risk assessments.

Minimum Required Experience

• 2 years

Desired Experience

• Bachelor's degree or equivalent

Qualifications

Active Directory (AD), Active Directory (AD), Amazon Web Services (AWS), Artificial Intelligence (AI), Atlassian JIRA, Authentication Management, Backup and Recovery (Software), Business Insight Skills, Business Process Management Skills, Calendar and Scheduling Tools, Cleaning and Transforming Data, Cloud Technology, Collaborating Cross-Functionally, Communicating in Technical Writing, Communicating Technical Information, Communication, Configuration Management (CM), Conflict Resolution, Coordination, Customer and Market Insights, Customer Relationship Management (CRM), CyberArk, Cybersecurity Analysis, Data Analysis, Data Analysis Interpretation {+ 60 more}

Education:

Bachelor's Level Degree (Required) The future is what you make it to be. Discover compelling opportunities at Fanniemae.com/careers.

For most roles, employees are expected to work onsite on a regular basis at their designated office location. In-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 employee's physical, mental, emotional, and financial well-being. See more here.

Requisition compensation:

83000to 108000