Jul 10, 2026

Single Family Market Engagement Associate

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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 Company Overview - Fannie 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.