Servicing Support Associate

U.S. Bank•Cincinnati, OH

1d•$21 - $28

About The Position

The Servicing Support Associate supports the SCRA Review Team, which manages mortgage and consumer accounts for active-duty service members under the Servicemembers Civil Relief Act (SCRA). The role reviews and processes SCRA requests from initial eligibility assessment through completion, ensuring work is accurate, timely, and compliant with regulatory requirements. The associate independently manages an active pipeline of approximately 50 to 100 accounts per month. Work includes reviewing military orders and supporting documentation, researching account information, determining SCRA eligibility, completing system coding, generating correspondence, and tracking requests through completion.

Requirements

High school diploma or equivalent.
Four or more years of experience in administrative support activities.

Nice To Haves

Experience with mortgage servicing, mortgage documentation, loan origination, lending services, or consumer loan servicing.
Strong attention to detail and ability to conduct thorough account and document research.
Demonstrated ability to independently manage a high-volume pipeline or caseload.
Strong organization and time-management skills, including the ability to manage multiple accounts at different stages of review.
Ability to interpret detailed documentation and make accurate, well-supported decisions.
Effective written and verbal communication skills.
Comfort contacting customers by phone to gather information or resolve issues.
Ability to work effectively in a compliance-focused environment with established deadlines and quality standards.
Experience using Microsoft Excel, Adobe PDF tools, and SharePoint.
Experience with MSP or Black Knight is preferred.
Previous SCRA experience is helpful but not required; SCRA-specific processes will be taught during training.

Responsibilities

Manage an active pipeline of mortgage and consumer account servicing requests at various stages of review.
Review military orders and supporting documentation to determine eligibility for SCRA protections.
Conduct detailed account research and investigate information beyond the initial documentation when necessary.
Complete required system coding and account updates accurately.
Prepare and generate customer correspondence and mail documentation when needed.
Communicate with service members to obtain information, answer questions, and resolve account-related issues.
Monitor assigned work and complete requests within applicable regulatory service-level agreements.
Organize and prioritize work received through system queues, shared inboxes, and direct assignments.
Maintain accurate records and documentation throughout the review process.
Partner with team leadership and Quality Management to address questions, correct issues, and support audit readiness.
Meet established productivity, quality, regulatory, and service-level expectations.

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, 401(k) contribution, and pension, subject to eligibility requirements.