Performance Operations Support Associate

US Bank; Owensboro (KY); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Life insurance

Short-term and long-term disability

401(k) retirement plan

Paid vacation

Job summary

U.S. Bank is seeking a Performance Operations Support Associate 2 to provide administrative and operational support for lien release activities.

You will research exceptions, obtain and review mortgage documents, and track payoff processes while maintaining accurate records. The role emphasizes attention to detail, independent follow-through, and adherence to productivity standards in a regulated environment.

Qualifications

• Experience providing administrative, operational, document-processing, or staff support.
• Experience conducting research, processing exceptions, performing data entry, or maintaining records.
• Experience using Microsoft Excel.
• 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.
• 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 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

Skills

Administrative experience

Research skills

Data entry

Microsoft Excel

Attention to detail

Written communication

Independent worker

Mortgage documents

Process-driven

Tools

Excel

Job description

At U.S. Bank, we're on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at-all from Day One.

Job Description

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. This process includes obtaining mortgage documents from custodians, reviewing documentation, entering required information, and completing quality reviews.

This position will focus primarily on research, exception processing, and specialty work. When documentation cannot be obtained through the standard process, the employee will research alternative options, communicate with appropriate stakeholders, and follow 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 will demonstrate strong attention to detail, personal accountability, independent follow-up, and the ability to complete work within established productivity and turnaround expectations.

Primary 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

Basic Qualifications

• High school diploma or equivalent
• Two to four years of experience in business and general office environment

Preferred Skills/Experience

• Experience providing administrative, operational, document-processing, or staff support.
• Experience conducting research, processing exceptions, performing data entry, or maintaining records.
• Experience using Microsoft Excel.
• 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.
• 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.

This role has in-office expectation of 60% of your appointed time at the posted hub location.

If there's anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants .

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