Single Family Market Engagement Associate
About The Position
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 The Single Family Market Engagement Associate serves as a front-line servicing support resource for Fannie Mae’s mortgage servicing customers. In this role, you will respond to inbound phone and email inquiries related to the Single Family Servicing Guide, policies, procedures, and operational requirements. You will analyze servicing scenarios in real time, independently research and interpret policy, and provide accurate, consistent guidance while engaging directly with customers. The role requires sound judgment, comfort operating in gray areas, and the ability to remain calm and customer-focused during complex interactions. This position operates in a fast-paced, multi-process environment and supports the Servicing Support Team’s (SST) mission to deliver high-quality, compliant servicing guidance while maintaining a strong customer experience.
Requirements
- 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.
Nice To Haves
- 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.
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.
Benefits
- 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.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
1,001-5,000 employees
