Customer Management Solutions - Business Analysis - Senior Associate

Company Description

At Fannie Mae, futures are made. The inspiring work we do makes an affordable home a reality and a difference in the lives of Americans. Every day offers compelling opportunities to impact the future of the housing industry while being part of an inclusive team thriving in an energizing, flexible environment. Here, you will help lead our industry forward and make your career.

Job Description

As a valued colleague on our team, you will review, monitor, and analyze business data to solve problems and/or make recommendations to improve business performance, as well as identify opportunities for enhanced business efficiency and performance through data and technology.

The Customer Management Solutions - Business Analysis - Senior Associate 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:
  • Perform quality assurance monitoring activities for the Customer Care and Business Account Management Solutions teams.
  • Monitor and recommend updates to keywords/phrases and business rules associated with quality assurance attributes.
  • Analyze trending of quality metrics and recommend process, procedure and training enhancements to improve business performance.
  • Provide management support on quality activities, perform research and analysis, and coordinate special projects as needed.
  • Translate business analysis results for customers to empower data-driven decision making.



Minimum Required Experiences
  • 2 years related business analysis experience
  • A minimum of 1 year experience in using Salesforce CRM and Tableau
  • Ability to frame ideas as systems and analyzing the inputs, outputs, and process
  • Adept at managing project plans, resources, and people to ensure successful project completion
  • Experience gathering accurate information to explain concepts and answer critical questions
  • Experience in presenting information and/or ideas to an audience in a way that is engaging and easy to understand
  • Experienced in using statistical methods, including developing and testing hypotheses, using experimental design, and running linear and logistic regressions
  • Working with people with different functional expertise respectfully and cooperatively to work toward a common goal
  • Experience 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
  • Experience in the process of analyzing data to identify trends or relationships to inform conclusions about the data
  • Ability to influence including negotiating, persuading others, facilitating meetings, and resolving conflict

Desired Experiences
  • Bachelor's degree or equivalent
  • Experience using Confluence
  • Experience using SharePoint
  • Skilled in Microsoft Teams

Additional Information

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

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