Payment Operations - Lead Associate

Playing an essential role in the U.S. economy, Fannie Mae is foundational to housing finance. Here, your expertise can help fuel purpose-driven innovation that expands access to home ownership and affordable rental housing across the country. Join Fannie Mae to grow your career and help people find a place to call home.

Job Description

As a valued colleague on our team, you will lead the team to support customer and performance measures focusing on completeness, timeliness, quality, and customer satisfaction. You will engage with customers to understand business needs and priorities and lead efforts to deliver those outcomes. You will identify, recommend, and assist with implementing process improvements to increase customer value, as well as identify and resolve customer problems, process exceptions, and risks.

• Resolve customer issues and manage third party service level agreements (SLA).
• Research and resolve exceptions, including escalation and communication of production incidents.
• Assist management with tasks related to the design and execute process improvements.
• Perform data analysis, forecasting, capacity management, and loan quality modeling.
• Lead the team in monitoring process performance and performing risk assessments.

• 4 years

• Bachelor's degree or equivalent

• Electronic Payments Expertise:
  Demonstrated knowledge and experience with electronic payments (ACH, Fedwire, SWIFT), including payment processing, settlement, and reconciliation.
• Financial Products & Industry Practices:
  Solid understanding of financial products, industry standards, technologies, and banking/regulatory environments.
• Transactional Accountability:
  Ability to own transactions from start to finish, maintain flexibility, and uphold departmental safety and soundness control standards.
• Project Leadership & Change Management:
  Proven experience leading cross-functional projects, including defining scope and business requirements, preparing and executing test/use cases, implementing process improvements, and training on new business processes.
• Risk Assessment & Governance:
  Proficiency in evaluating and designing controls, conducting impact assessments, remediating risks, and ensuring policy compliance through governance and internal investigations.
• Operational Excellence & Process Optimization:
  Strong analytical skills with a focus on identifying process inefficiencies, applying Lean management principles, and implementing solutions to enhance performance and accuracy.
• Problem Solving & Issue Resolution:
  Demonstrated ability to identify operational and process issues, propose solutions, and lead collaborative efforts to resolve challenges.
• Analytical and Data
  
  Skills:
  
  Skilled in data analysis, documentation, and reporting using tools such as Excel, Tableau, or Power BI to support decision-making and ensure data quality.
• Communication & Influence:
  Excellent verbal and written communication skills, effective presentation abilities, and a talent for negotiating, persuading, and facilitating meetings to resolve conflicts and drive consensus.
• Relationship Management & Team
  
  Collaboration:
  
  Ability to build and manage stakeholder relationships, engage with customers and vendors, and work productively in cross-functional teams.
• Personal Computing Proficiency:
  Advanced skills in Microsoft Word, Excel, PowerPoint, and Outlook.
• Professional
  
  Certifications:
  
  Accredited ACH Professional (AAP) or Certified Treasury Professional (CTP) preferred.
• Cash Management (Optional):
  Experience with cash position and cash forecasting functions within a large corporation is a plus.

• Advanced skills in Microsoft Word, Excel, PowerPoint, and Outlook.
• Experience with Fedline Advantage, Nacha file formatting and ISO 20022 format

$109,000 - $142,000 a year

Education:

The future is what you make it to be. Discover compelling opportunities at

For most roles, employees are expected to work onsite on a regular basis at their designated office location. In-office work cadence is determined by your manager. Proximity within a reasonable commute to your designated office location is preferred unless the job is noted as open to remote.

Fannie Mae is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity/gender expression, marital or parental status, or any other protected factor. Fannie Mae is committed to providing reasonable accommodations to qualified individuals with disabilities who are employees or applicants for employment, unless to do so would cause undue hardship to the company.

If you need assistance using our online system and/or you need a reasonable accommodation related to the hiring/application process, please complete this form .

The hiring range for this role is set forth below. Final salaries will generally…