Single Family Market Engagement Associate

Fannie Mae is foundational to housing finance, aiming to expand access to homeownership and affordable rental housing. The Single Family Market Engagement Associate will provide front-line support for mortgage servicing customers, responding to inquiries and delivering guidance on servicing policies and procedures.ResponsibilitiesServe as a primary point of contact for inbound servicing inquiries, providing clear guidance on Single-Family Servicing Guide requirements, policies, and proceduresApply sound judgment to interpret and apply servicing policy to non-standard or complex scenarios, often while engaged in live customer conversationsIndependently research and resolve inquiries by navigating multiple systems, tools, and documented processes while maintaining customer engagementManage multiple active cases, inquiries, or workflows concurrently, prioritizing effectively with limited direction and a strong sense of ownershipAccurately document customer interactions, analysis, and outcomes in accordance with SST operational, quality, and compliance standardsBuild and maintain subject matter expertise across servicing topics to effectively support customers and internal business partnersIdentify recurring issues, trends, or potential process gaps and elevate insights through appropriate SST channelsContribute to operational activities and cross-functional initiatives that support servicing operations, customer engagement, and continuous improvementSkillsExperience in mortgage servicing, investor relations, loss mitigation, servicing operations, policy support, or a related fieldDemonstrated ability to interpret and apply policies, procedures, or regulatory guidance, including situations that require judgment and comfort operating in gray areasStrong verbal and written communication skills, with the ability to clearly explain complex requirements to external customers in a professional and customer-focused mannerProven ability to work independently with minimal direction, demonstrating accountability, follow-through, and sound decision-makingAbility to manage multiple inquiries or processes simultaneously while maintaining accuracy, attention to detail, and compliance standardsBachelor's Level Degree (Required)Bachelor's degree or equivalent professional experienceWorking knowledge of the Fannie Mae Single-Family Servicing Guide or comparable investor guidelinesExperience supporting live inbound phone inquiries that require real-time, non-scripted analysis and customer engagementStrong analytical and critical thinking skills, including the ability to assess complex scenarios and determine appropriate next steps while engaged with customersExperience navigating multiple systems, reference tools, and knowledge bases concurrentlyFamiliarity with servicing escalation management, case documentation, quality standards, or operational support functionsBenefitsHealthLifeVoluntary LifestyleOther benefits and perks that enhance an employee's physical, mental, emotional, and financial well-beingCompany OverviewFannie Mae creates opportunities for people to buy, refinance, or rent a home. It was founded in 1938, and is headquartered in Washington, District of Columbia, US, with a workforce of 5001-10000 employees. Its website is http://www.fanniemae.com.