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Job Description

The Vice President, Multifamily (MF) Customer Engagement will lead a team responsible for managing lender and borrower relationships within the conventional multifamily business. In this compelling leadership position, this leader sets team objectives, connects performance to the broader business strategy, and leads coaching and development efforts.

This role is accountable for customer network development, customer support activities, and advancing strategic engagement opportunities. You would work closely with DUS Lender Leadership and Multifamily Leadership to drive alignment and results while reporting directly to the SVP & MF Chief Customer Officer.

Key Responsibilities

• Lead customer engagement strategy for the conventional multifamily business, managing relationships with lenders and borrowers across the network.

• Partner with DUS Lender Leadership and Multifamily (MF) Leadership to align business priorities, market strategy, and customer outcomes.

• Provide strategic insight, subject matter expertise, best practices, and recommendations for teams across the organization as it relates to Fannie Mae Multifamily’s business.

• Oversee complex customer interactions, including escalations, appeals, and direct borrower engagement, while maintaining a high-quality experience at scale.

• Balance customer needs with sound credit and risk management, partnering closely with underwriting to ensure disciplined execution.

• Lead, coach, and develop a high-performing team while influencing across a matrixed organization to drive alignment and results.

• Develop, coach, and retain high‑performing talent by setting clear expectations, providing ongoing feedback, and fostering a culture of accountability and growth.

Candidate Qualifications

• Extensive leadership experience, with 10+ years in related roles leading teams in complex, matrixed organizations.

• Strong understanding of the multifamily housing finance industry, with preferred experience in the DUS model, conventional lending, or a GSE environment.

• Deep expertise in relationship management, with a proven ability to build and sustain trusted partnerships across stakeholders, including DUS lenders, borrowers, and senior internal leaders.

• Demonstrated ability to influence and lead through complexity, including negotiating, resolving conflict, and driving alignment across diverse stakeholders and functions.

• Proven track record of setting strategy and leading change, with the ability to translate business objectives into actionable plans and measurable outcomes.

• Strong credit and risk acumen, with the ability to balance customer engagement with sound, disciplined decision-making.

• Exceptional people leadership capabilities, including coaching and developing leaders, fostering an inclusive culture, and driving high performance and accountability.

• Ability to operate with an enterprise mindset, navigating across functions and bringing a broader, strategic perspective to business challenges.

• Excellent communication and executive presence, with the ability to clearly convey complex ideas, engage senior audiences, and represent the organization externally.

Qualifications

Education:

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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 vary within that range based on factors that include but are not limited to, skill set, depth of experience, certifications, and other relevant qualifications. This position is eligible to participate in a Fannie Mae incentive program (subject to the terms of the program). As part of our comprehensive benefits package, Fannie Mae offers a broad range of Health, Life, Voluntary Lifestyle, and other benefits and perks that enhance an employee's physical, mental, emotional, and financial well-being. See more here.