Account Management Business Development and Technology Support recruitment
THE COMPANY
Fannie Mae exists to expand affordable housing and bring global capital to local communities in order to serve the U.S. housing market. Today, our focus is on preventing foreclosures, making mortgages and rental housing as affordable as possible, and supporting the housing recovery. We are rapidly building and realigning our company to better serve the market as we support the Administration's Homeowner Affordability and Stability Plan.
Join our dedicated, diverse, high-performing workforce and put your unique talents to good use as we work with our partners to advance our nation's housing recovery.
For more information about Fannie Mae and our career opportunities, visit www.fanniemae.com.
JOB INFORMATION
Under limited supervision, apply comprehensive understanding of application capabilities and support for technology applications for the firm's products to include contract management, set-up/registration, implementation support, financial/billing issue resolution, and resolution of technology issues and customer questions. Prepare and review complex reports. Perform research and analyses requested by management and special projects.
KEY JOB FUNCTIONS
- Manage multiple, simultaneous customer support requests for issue resolution and tracking including status reporting through final resolution ensuring customers and internal stakeholders are apprised of status.
- Support a caseload of customer accounts. Consult with customers regarding setup/registration of the firm's technology applications to support the lender's business, implementation support, and other application support services. Recommend solutions.
- Customer support for basic product and support questions and needs.
- Create and manage contracts for all technology applications. Develop deep understanding of all the various contracts and understand how they apply to various lender business needs to determine what contracts are needed for setup, when they need to be renewed, apply validation/renewal criteria to the lender's business, and manage pricing rate sheets for renewal. Create new contract packages for all technology related applications from origination through delivery and for some servicing applications.
- Interact daily with lender partners, technology account managers, regional account teams, and internal business and technology application support teams apprising of status of lender requests, new issues received, etc. through request resolution.
- Development, distribution, and analysis of reports needed by customer and internal teams to support a variety of areas including technology application usage by lender, contract status/volume, financial metrics, etc.
- Management of billing, receivables, and monthly financials to include correction of billing issues and tracking of requests, accounts receivable collections management for unpaid invoices, failed draft monitoring and collection/ resolution, online billing support and lender setup.
- Process development and ongoing maintenance of support-related procedures for contracts, registration, billing, and Yearly Benefit Certification Renewal process.
- Lender training for registration/setup for existing and new technology applications.
- Prioritization and management of customer requests in high volume lender support environment. Development and tracking of request receipt and completion metrics.
- Management of special projects as needed requiring general project management skills and experience.
- Support for webinars through use of webinar applications such as WebEx and LiveMeeting and facilitation support for customer online webinars.
EDUCATION
- Bachelor's Degree or equivalent required
MINIMUM EXPERIENCE
- 5 years of related experience
SPECIALIZED KNOWLEDGE SKILLS
- Customer support with strong written and verbal communication skills
- Strong relationship building with external and internal customers
- Analytical thinking and problem solving skills
- Overall understanding of mortgage banking from origination through delivery and servicing or equivalent financial services experience in consumer lending
- Must have ability to create and customize reports for internal team and external lender requests that can span all applications that are supported
- Experience with contract management.
- Experience with technology application setup, registration, implementation/activation, and general support
- Ability to manage high volume of customer requests and customer caseload
- Project management experience
- Experience and ability to research and correct billing and receivable issues
- Experience and ability to analyze reports to determine usage trends, usage issues, and monthly financial position
- Efficiency with providing customer support for basic product and support questions/needs as well as be a team leader to peers
- Position located in Philadelphia. However, other locations such as Atlanta may be considered.
EMPLOYMENT
As a condition of employment with Fannie Mae, any successful job applicant will be required to pass a pre-employment drug screen and to successfully complete a background investigation, which may also include a credit check for positions in some areas of our business.
Fannie Mae is an Equal Opportunity Employer.