Performance Operations Support Associate/Specialist

U.S. Bank • Owensboro, KY

2d • $20 - $24 • Hybrid

About The Position

The Performance Operations Support Associate/Specialist provides administrative and operational support for the escrow analysis team supporting performing mortgage accounts. The team is responsible for maintaining escrow accounts across the mortgage portfolio and addressing exceptions, illogical conditions, and other account maintenance needs. In this role, you will process account maintenance requests within the system of record and complete reporting, tracking, research, exception processing, data entry, recordkeeping, and data maintenance activities. You will ensure work is completed accurately and in accordance with applicable internal standards, regulatory requirements, guidelines, and procedures. You may also review work quality and productivity standards within the assigned product line or work area. Most assignments involve processing maintenance requests, with the complexity varying based on the condition of the loan. Accounts involving loss mitigation, bankruptcy, or another special status may require additional research, analysis, and critical thinking.

Requirements

• High school diploma or equivalent
• Four or more years of experience in business and general office environment

Nice To Haves

• Strong attention to detail and commitment to producing accurate, high-quality work.
• Ability to manage deadlines and complete work in a timely manner.
• Effective verbal and written communication skills.
• Willingness to learn new processes and cross-train in other areas.
• Ability to recognize concerns, ask questions, and escalate issues appropriately.
• Critical-thinking and problem-solving skills, particularly when reviewing complex or specially handled accounts.
• Experience with account maintenance, exception processing, data entry, reporting, mortgage servicing, or another operational environment is helpful.

Responsibilities

• Process escrow and mortgage account maintenance requests.
• Research and resolve account exceptions and illogical conditions.
• Prepare, track, compile, and maintain operational reports and records.
• Perform data entry, recordkeeping, and data maintenance with accuracy and timeliness.
• Follow established internal policies, procedures, regulatory standards, and guidelines.
• Review information, identify concerns, ask appropriate questions, and escalate issues when necessary.
• Meet established productivity, quality, and deadline expectations.
• Participate in training and cross-training across additional processes, departments, or work areas.
• Support reviews of work quality and productivity standards as assigned.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED