MF Customer Engagement - VP

Fannie Mae•Washington, DC

23h•Onsite

About The Position

The Vice President, Multifamily (MF) Customer Engagement will lead a team responsible for managing lender and borrower relationships within the conventional multifamily business. In this compelling leadership position, this leader sets team objectives, connects performance to the broader business strategy, and leads coaching and development efforts. This role is accountable for customer network development, customer support activities, and advancing strategic engagement opportunities. You would work closely with DUS Lender Leadership and Multifamily Leadership to drive alignment and results while reporting directly to the SVP & MF Chief Customer Officer.

Requirements

Extensive leadership experience, with 10+ years in related roles leading teams in complex, matrixed organizations.
Strong understanding of the multifamily housing finance industry, with preferred experience in the DUS model, conventional lending, or a GSE environment.
Deep expertise in relationship management, with a proven ability to build and sustain trusted partnerships across stakeholders, including DUS lenders, borrowers, and senior internal leaders.
Demonstrated ability to influence and lead through complexity, including negotiating, resolving conflict, and driving alignment across diverse stakeholders and functions.
Proven track record of setting strategy and leading change, with the ability to translate business objectives into actionable plans and measurable outcomes.
Strong credit and risk acumen, with the ability to balance customer engagement with sound, disciplined decision-making.
Exceptional people leadership capabilities, including coaching and developing leaders, fostering an inclusive culture, and driving high performance and accountability.
Ability to operate with an enterprise mindset, navigating across functions and bringing a broader, strategic perspective to business challenges.
Excellent communication and executive presence, with the ability to clearly convey complex ideas, engage senior audiences, and represent the organization externally.

Nice To Haves

preferred experience in the DUS model, conventional lending, or a GSE environment.

Responsibilities

Lead customer engagement strategy for the conventional multifamily business, managing relationships with lenders and borrowers across the network.
Partner with DUS Lender Leadership and Multifamily (MF) Leadership to align business priorities, market strategy, and customer outcomes.
Provide strategic insight, subject matter expertise, best practices, and recommendations for teams across the organization as it relates to Fannie Mae Multifamily’s business.
Oversee complex customer interactions, including escalations, appeals, and direct borrower engagement, while maintaining a high-quality experience at scale.
Balance customer needs with sound credit and risk management, partnering closely with underwriting to ensure disciplined execution.
Lead, coach, and develop a high-performing team while influencing across a matrixed organization to drive alignment and results.
Develop, coach, and retain high‑performing talent by setting clear expectations, providing ongoing feedback, and fostering a culture of accountability and growth.