FirstBank Jobs

Job Description As a valued leader on our team, you will play a role in defining customer and performance measures focusing on completeness, timeliness, quality, and customer satisfaction. You may engage with customers to understand business needs and priorities and manage the team responsible for delivering those outcomes. You will recommend and manage efforts related to the implementation of process improvements to increase customer value, as well as identify and resolve customer problems, process exceptions, and risks.

THE IMPACT YOU WILL MAKE

The SF Credit Operations NPL/RPL Transactions Senior Manager (Flexible Hybrid) role will offer you the flexibility to make each day your own, while working alongside people who care so that you can deliver on the following responsibilities:

• Manage the team responsible for customer issues and manage third party service level agreements (SLA).

• Manage review of exception requests, including escalation and production incidents.

• Partner with leaders on design and execution of process improvements.

• Review and guide team on data analysis, forecasting, capacity management, and loan quality modeling.

• Manage efforts and provide recommendations related to process performance and risk assessments.

Qualifications THE EXPERIENCE YOU BRING TO THE TEAM

Minimum Required Experience

• 6 years

Skills

• Adept at managing project plans, resources, and people to ensure successful project completion

• The group of skills related to Relationship Management including managing and engaging stakeholders, customers, and vendors, building relationship networks, contracting, etc.

• The group of skills related to Influencing including negotiating, persuading others, facilitating meetings, and resolving conflict

• The group of skills related to Operational Excellence including improving and overseeing operations

• Experience in assessing the accuracy and quality of source data before using, importing, or otherwise processing data

• Skilled in the graphical representation of information in the form of a charts, diagrams, pictures, and dashboards with programs and tools such as Excel, Tableau, or Power BI

• The group of skills related to Communication including communicating in writing or verbally, copywriting, planning and distributing communication, etc.

• Collective capabilities for leadership, including leading teams, giving feedback, facilitating meetings, and coaching and mentoring

• Working with people with different functional expertise respectfully and cooperatively to work toward a common goal

Tools

• Skilled in Excel

• Skilled in Tableau

Desired Skills

• Bachelor degree or equivalent

• Ability to manage multiple deliverables in a fast-paced environment and make clear, timely decisions with confidence, weighing information carefully and quickly taking action

• Comfortable working and building relationships with outside third parties

• Background / understanding of mortgage servicing functions

• Background / understanding of mortgage sales transactions

• Experience with reviewing contracts/other legal agreements

• Familiarity with Smart Room for data

Fannie Mae is an Equal Opportunity Employer, which means we are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, religion, national origin, gender, gender identity, sexual orientation, personal appearance, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation in the application process, email us at careers_mailbox@fanniemae.com.