Multifamily Affordable Housing Customer Engagement - Director

At Fannie Mae, the inspiring work we do helps make a home a possibility for millions of homeowners and renters. Every day offers compelling opportunities to impact the future of the housing industry while being part of a collaborative team thriving in an energizing environment. Here, you will grow your career and help create access to affordable housing finance.

Job Description

In this compelling leadership position, you will lead efforts to oversee customer network development and customer support activities, as well as support customer engagement opportunities. Additionally, you will be responsible for planning, directing, or coordinating operational activities for the team with the help of executives and staff managers.

The Multifamily Affordable Housing (MAH) Customer Engagement Team manages relationships with Affordable Lenders and Borrowers, while marketing Affordable Multifamily housing mortgage loan products. The Director role within the MAH Customer Engagement team will be responsible for the following: 

• Customer Account Management - Directly manage several MAH DUS Lenders.  Evaluate and anticipate customer needs, respond to customer requests, and maintain customer relationships. Participate in formulating strategies to achieve corporate and customer goals. Provide training to MAH DUS Lenders.  
• Borrower Relationships - Directly manage several MAH Priority Borrowers to build borrower relationships with the top customers and provide the highest level of customer service to grow the specialty product business. 
• Product Management - Will play a major role in product strategy & development to improve product capabilities that are attractive to customers, improve inefficiencies and expand product capabilities. Support customers in creating, implementing, and marketing MAH loan products.  
• Transaction Management – Actively collaborate with MAH Transaction Management/Credit Underwriting to support and expedite the analysis and processing of MAH one/offs and MAH Structured Transactions.
• Review and provide advice on customer relationships across business units and/or customer accounts and strive to do what's right for our customers.
• Identify executives, managers, and team members to support customer relationships.
• Promote and sell Fannie Mae's products and services to make sure people across the country have access to affordable financing opportunities.
• Provide support for operational activities.
• Provide subject matter expertise, best practices, and recommendations to the department.
• People Management–  Lead, develop and mentor a MAH Customer Engagement team.
• Speaking Engagements – you will have the opportunity to speak at industry conferences and lender events.
• Travel is required.

THE EXPERIENCE YOU BRING TO THE TEAM

Minimum Required Experience

• 8 -10 years Multifamily Affordable Housing lending experience
• Experience with complex transactions utilizing tax-exempt bonds, LIHTC, and other affordable housing finance tools. Comprehensive knowledge of the LIHTC Program, commercial real estate development, corporate and partnership legal and taxation issues.
• Strong attention to detail
• Ability to be an effective player-coach
• Ability to drive deals to the finish line
• Strong relationship management skills
• Understanding of Agency’s affordable housing lending programs

Desired Experience

• Bachelor’s degree or equivalent minimum
• Experience in agency Multifamily housing finance strongly preferred

• Experience evaluating businesses, projects, budgets, and other financial entities or instruments to determine viability, stability, and performance
• Loan management skills including evaluating loan requests, classifying loans, identifying fraud, and originating loans
• Adept at managing project plans, resources, and people to ensure successful project completion
• Business insight skills including advising, designing business models, interpreting customer and market insights, forecasting, and benchmarking
• Influencing skills including negotiating, persuading others, facilitating meetings, and resolving conflict
• Relationship management skills including managing and engaging stakeholders, customers, and vendors, and building relationship networks
• Skilled in presenting information and/or ideas to an audience in a way that is engaging and easy to understand
• Experience helping an organization to plan and manage change in effort to meet strategic objectives
• Experience identifying and selecting strategic options, and identifying resources to meet the defined objectives
• Business process management ski