8578 - Customer Relationship Manager

Location: McLean, VA, VA


Position Overview: The Single-Family Customer Care group acts as the primary support in the Sales Department for managing customer needs Develops solutions and responses to address customer problems and requests and ensures the Voice of the Customer is central to all customer support activities.  Works with cross-divisional resources to develops solutions for an extensive range of complicated problems. Works independently under limited direction.  Often performs project leadership roles to develop and implement new policies and procedures. Interacts with senior customer personnel on significant issues requiring coordination across organizational lines. 

• Responsibilities Include:
• Interact with customers and Sales team to understand the customer needs
• Rationalize all customer needs by evaluating the LOE and value to customers and Freddie Mac 
• Work collaboratively with business partners to create flexible and executable business solutions for customers
• Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation and excellence
• Provide leadership for the customer request with business partners by building and motivating team members to meet project goals, adhering to their responsibilities and timeline
• Report on success criteria results, metrics, implementation management activities
• Participate in establishing practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organization
• Other duties as assigned

Basic Requirements: • Bachelor’s Degree or equivalent experience
• Experience in creating and defining business cases
• Experience with Project Management Industry Standards and Best Practices.   .
• Proficient with project, resource management and documentation tools including MS Project, MS Visio, Planview, Excel and PowerPoint
• Primary mortgage experience and with credit policy experience
• Experience with Process Management
• Strong quantitative, analytic and project management skills
• Excellent interpersonal, verbal & written communication and listening skills
• 8-10 years related experience


Preferred Skills: • PMP
• Primary mortgage experience with emphasis on Credit Policy, Underwriting or Risk Management