Servicing Support Associate

U.S. Bank • Cincinnati, OH

3d • Hybrid

About The Position

The Servicing Support Associate supports the final underwriting stage of the loan modification process for non-performing mortgages. The role completes final eligibility, compliance, and documentation reviews after a borrower successfully completes an approved trial plan. It requires analytical and problem-solving skills, attention to detail, and the ability to navigate multiple systems, investor guidelines, and changing procedures. Income calculations are not part of this role.

The position requires working from a U.S. Bank location three or more days per week. The associate works with internal business lines and external investors, primarily through email, and balances quality and accuracy with established production expectations and performance metrics.

Requirements

• High school diploma or equivalent.
• Six months to two years of experience in administrative support activities.
• Strong analytical and critical-thinking skills, including reviewing detailed information, identifying potential issues, and determining appropriate next steps.
• Excellent attention to detail and commitment to accuracy and quality.
• Strong problem-solving and research skills.
• Ability to learn and navigate new software, systems, websites, and processes.
• Adaptability and flexibility when systems, procedures, and investor requirements change.
• Strong written and verbal communication skills and ability to collaborate with managers, peers, internal partners, and external investors.
• Ability to balance production expectations with quality and accuracy.
• Openness to coaching, feedback, training, and continuous learning.
• Ability to independently manage assigned cases and recognize when to seek guidance or resources.
• Ability to work from a U.S. Bank location three or more days per week.

Nice To Haves

• Previous mortgage servicing, loss mitigation, underwriting, financial services, or related analytical experience.

Responsibilities

• Complete final eligibility, compliance, and documentation reviews for loan modifications after successful completion of an approved trial plan.
• Verify that required trial payments have been received and applied correctly.
• Review loan information to ensure investor, program, flood, and other applicable requirements have been satisfied.
• Obtain required investor approvals when applicable.
• Finalize modification terms and figures, including delinquent interest, attorney fees, escrow balances, and other relevant amounts.
• Support loan modifications across multiple investor types, including private investors.
• Review and process assigned cases involving non-performing mortgages.
• Navigate multiple systems and resources, including MSP, LMS/Loss Mitigation, and applicable investor websites and tools.
• Research investor guidelines and available resources to resolve questions and determine appropriate next steps.
• Communicate with internal business lines and external investors, primarily through email.
• Maintain accuracy and quality while working toward production expectations and performance metrics.
• Adapt to changing investor requirements, system updates, procedures, and business needs.
• Participate in ongoing training and apply coaching and feedback to improve quality, productivity, and knowledge.

Benefits

• Healthcare coverage, including medical, dental, and vision.
• Basic term and optional term life insurance.
• Short-term and long-term disability coverage.
• Pregnancy disability and parental leave.
• 401(k) and employer-funded retirement plan.
• Paid vacation of 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.

What This Job Offers

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