Performance Operations Support Associate/Specialist

Us Bank; Owensboro (KY); On-site; USD 57,308,000 - 69,858,000; Full time

Job summary

U.S. Bank is seeking a Performance Operations Support Associate/Specialist to provide administrative and operational support for the escrow analysis team handling mortgage accounts.

You will process maintenance requests, conduct research on exceptions, and maintain records with accuracy per internal standards and regulatory guidelines. The role involves data entry, reporting, and cross-training across processes, with an in-office expectation of 3+ days per week at a hub location.

Qualifications

• High school diploma or equivalent.
• Four or more years of experience in business and general office environment.
• 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 elevate issues appropriately.
• Critical-thinking and problem-solving skills, particularly with complex accounts.

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, regulatory standards, and guidelines.
• Review information, identify concerns, ask appropriate questions, and elevate 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.

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/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.

Key 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 elevate 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.

Basic Qualifications

- High school diploma or equivalent

- Four or more years of experience in business and general office environment

Preferred Skills/Experience

• 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 elevate 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.

**The role has an in-office expectation of 3 or more days per week at one of the posted hub locations.**

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:

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• 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

Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $20.00 - $24.38

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.