Operations Associate - Single Family Mortgage Operations (Flexible Hybrid)

About the position

The Operations Management Associate role at Fannie Mae focuses on supporting customer and performance measures to enhance completeness, timeliness, quality, and customer satisfaction. This position involves collaborating with team members to understand business needs, implementing process improvements, and addressing customer issues effectively. The role offers flexibility and the opportunity to impact the housing industry positively.

Responsibilities
• Partner with team to gather data to resolve customer issues and third-party service level agreements (SLA).
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• Assist the team with exception requests, including escalation and communication of production incidents.
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• Perform tasks related to process improvement efforts.
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• Collaborate with the team on data analysis, forecasting, and managing capacity.
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• Assist with monitoring process performance and risk assessments.

Requirements
• Bachelor's degree or equivalent experience in Trading Operations, specifically fixed income instruments.
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• Demonstrated ability to work effectively as a member of a virtual team.
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• Ability to manage to strict deadlines and prioritize tasks in a high-pressure environment.
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• Ability to diagnose and solve problems efficiently and effectively.
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• Demonstrated ability to innovate and improve processes.

Nice-to-haves
• Experience gathering accurate information to explain concepts and answer critical questions.
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• Skilled in documentation and database reporting for analysis and decision-making using software such as Crystal Reports, Excel, or SSRS.
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• Skills related to Business Insight including advising, designing business models, and interpreting customer insights.
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• Adept at managing project plans and resources for successful project completion.
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• Skilled in presenting information in an engaging manner.

Benefits
• Health insurance coverage
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• Life insurance coverage
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• Voluntary lifestyle benefits
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• Flexible work environment
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• Incentive program participation

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