Performance Operations Support Associate

U.S. Bank • Owensboro, KY

4d • Hybrid

About The Position

The Performance Operations Support Associate 2 provides administrative and operational support for the Lien Release function. When a borrower’s first or second mortgage is paid off, the team prepares the appropriate release documents and sends them to the applicable county for recording. The process includes obtaining mortgage documents from custodians, reviewing documentation, entering required information, and completing quality reviews. This position focuses primarily on research, exception processing, and specialty work. When documentation cannot be obtained through standard processes, the employee researches alternative options, communicates with appropriate stakeholders, and follows the item through completion. The position may also support transactions involving attorneys and loan modifications by requesting custodial files, providing documentation, tracking payoff activity, and ensuring each item is properly documented and closed.

The successful candidate demonstrates attention to detail, personal accountability, independent follow-up, and the ability to complete work within established productivity and turnaround expectations. The role has an in-office expectation of 60% of appointed time at the posted hub location.

Requirements

• High school diploma or equivalent.
• Two to four years of experience in a business and general office environment.
• Strong written communication skills.
• Strong attention to detail and organizational skills.
• Ability to manage assigned work independently and follow tasks through completion.
• Ability to work accurately while meeting established productivity and turnaround expectations.

Nice To Haves

• Experience providing administrative, operational, document-processing, or staff support.
• Experience conducting research, processing exceptions, performing data entry, or maintaining records.
• Experience using Microsoft Excel.
• Experience reviewing mortgage documents or supporting mortgage servicing operations.
• Experience with lien releases, mortgage payoffs, custodial documents, title companies, or county recording processes.
• Experience researching documentation issues and resolving nonstandard or exception-based transactions.
• Experience communicating with attorneys, title companies, custodians, or other external stakeholders.
• Ability to proactively identify issues, conduct follow-up, and communicate status updates.
• Ability to work effectively in a process-driven and regulated environment.

Responsibilities

• Research mortgage-document exceptions and identify appropriate solutions when documents cannot be obtained through standard processes.
• Obtain and review mortgage and custodial documents needed to complete lien-release activities.
• Enter, maintain, track, and compile information accurately.
• Process exceptions and maintain complete and accurate records.
• Communicate professionally with external parties, including title companies and attorneys, primarily through email and occasionally by outbound telephone.
• Provide requested custodial documentation to attorneys and other applicable third parties.
• Track transactions through payoff and ensure assigned items are properly documented and closed.
• Take ownership of assigned files, independently follow up on outstanding items, and communicate issues to stakeholders.
• Complete quality reviews and help ensure work complies with internal and regulatory standards, guidelines, and procedures.
• Prepare reports and support research, data maintenance, and recordkeeping activities.
• Complete assigned work within established productivity and turnaround expectations.

Benefits

• Healthcare (medical, dental, and 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 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
• Incentive and recognition programs.
• Equity stock purchase.
• Pension.

What This Job Offers

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