Servicing Support Associate

U.S. Bank; Cincinnati (OH); On-site; USD 29,000 - 39,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Life insurance

Disability insurance

Paid vacation

Paid holidays (up to 11)

401(k) and retirement plan

Adoption assistance

Sick leave

Job summary

U.S. Bank is seeking a Servicing Support Associate to join the SCRA Review Team, handling mortgage and consumer accounts for active-duty service members under the Servicemembers Civil Relief Act. You will review eligibility and process requests from intake to completion with accuracy and compliance.

In this role, you will manage a steady pipeline, review orders, update systems, generate correspondence, and coordinate with customers to resolve issues while meeting SLAs and quality standards.

Qualifications

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

Responsibilities

• Manage an active pipeline of mortgage and consumer account servicing requests.
• Review military orders and other supporting documentation to determine eligibility for SCRA protections.
• Conduct account research and investigate information beyond initial documentation when necessary.
• Complete system coding and account updates accurately.
• Prepare and generate customer correspondence and mail documentation as needed.
• Communicate with service members to obtain information and resolve issues.
• Monitor work and meet regulatory SLAs and quality standards.

Skills

Administrative support

Attention to detail

Communication

Time management

Education

High school diploma or equivalent

Tools

Microsoft Excel

Adobe PDF tools

SharePoint

MSP

Black Knight

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 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. This position is responsible for reviewing and processing SCRA requests from initial eligibility assessment through completion while ensuring work is accurate, timely, and compliant with regulatory requirements.

In this role, you will independently manage an active pipeline of approximately 50 to 100 accounts per month. You will review military orders and supporting documentation, research account information, determine SCRA eligibility, complete system coding, generate correspondence, and track each request through completion.

Key Responsibilities

• Manage an active pipeline of mortgage and consumer account servicing requests at various stages of review.
• Review military orders and other 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.

Basic Qualifications

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

Preferred Skills/Experience

• Experience with mortgage servicing, mortgage documentation, loan origination, lending services, or consumer loan servicing.
• Strong attention to detail and the 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.
• Comfortable 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.

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 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: $21.25 - $28.32

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.