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.

Responsibilities

• 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

Skills

• 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
• Bachelor's Level Degree (Required)
• Bachelor's 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

Benefits

• Health
• Life
• Voluntary Lifestyle
• Other benefits and perks that enhance an employee's physical, mental, emotional, and financial well-being

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