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The Performance Operations Support Associate provides operational and customer support for a specialized loan servicing team. This role focuses primarily on recast loan modifications, supporting borrowers through phone and email communication while ensuring accurate processing, documentation, and follow‑up. The position also includes administrative tasks such as scanning, filing, and mail processing to support end‑to‑end loan operations. This position plays a key role in delivering a positive borrower experience while adhering to established procedures and service standards.
Job Responsibility:
Provides operational and customer support for a specialized loan servicing team
Focuses primarily on recast loan modifications
Supporting borrowers through phone and email communication
Ensuring accurate processing, documentation, and follow‑up
Administrative tasks such as scanning, filing, and mail processing to support end‑to‑end loan operations
Delivering a positive borrower experience while adhering to established procedures and service standards
Requirements:
High school diploma or equivalent
Two to four years of experience in business and general office environment
Comfortable communicating with borrowers by phone and email
Basic proficiency with Microsoft tools (e.g., Outlook, Word, Excel)
Strong reading, writing and mathematical skills
Ability to manage multiple tasks/projects and deadlines simultaneously
Ability to identify and resolve exceptions and to interpret data
Strong personal computer skills and knowledge of other office equipment
Well-developed verbal, grammatical, and written communication skills
What we offer:
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