Real Estate Production Support Associate

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

As a dedicated Real Estate Production Support Associate, you work within defined guidelines and frameworks to support Sales, Fulfillment, and external parties throughout the mortgage loan process, from application to funding, ensuring loan information is processed accurately and in a timely manner. You provide exceptional customer service to members and business partners while performing a variety of administrative and clerical tasks in support of Real Estate Loan Officers, Processors, and Closers. You are responsible for completing transactions within established service level agreements and in compliance with all applicable regulatory, legal, and company standards.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position is based in our San Antonio, TX location.

What you'll do:

• Provides assistance to the Mortgage Production teams by proactively managing the mortgage loan pipeline through document collection, information verification/validation and task-based work required to ensure targeted cycle times, within the loan process, are met.
• Responsible for preparing loan files in accordance with prescribed mortgage loan types for Conventional, VA, Jumbo, purchase and refinance loans. Ensures task-based processes are completed in accordance with compliance, productivity and quality standards and all applicable SLA's.
• Initiates member contact (inbound/outbound) to collect data and documents needed to progress the loan through the Originations cycle. Completes data entry work into multiple systems used in Real Estate Originations including LOS (Loan Origination System) and WebLGY (investor systems).
• Takes inbound/outbound calls from third parties to include Real Estate agents, Title companies and third-party suppliers. Facilitates receipt of required information to fulfill the mortgage loan.
• Meets or exceeds service level expectations by ensuring information accuracy and collaboration with the Originations team. Meets or exceeds monthly performance goals to include production, quality and member satisfaction.
• Stays engaged in the mortgage industry, to include changes to FNMA, FHLMC and VA guidelines. Acts as a support liaison for various other departments within Real Estate as requested.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• High School Diploma or General Equivalency Diploma
• 1 year experience in a customer service environment within a financial services organization
• Ability to multi-task in a fast-paced and complex operational sales/service business environment
• Knowledge of Microsoft Office and Excel
• Strong verbal and written communication skills
• Critical Thinking and Time Management Skills
• Detail oriented

What sets you apart:

• 2 years of face-to-face customer service or high-volume inbound/outbound call center experience within a financial services environment, with a demonstrated ability to manage member interactions, resolve inquiries efficiently, and deliver a high-quality customer experience.
• Demonstrated experience with data entry in a fast-paced environment, including accurately inputting, updating, and managing information across multiple systems while maintaining strong attention to detail and adherence to quality standards.
• US military experience gained through military service or gained as a military spouse / domestic partner [optional]

Compensation range: The salary range for this position is: $43,680.00 - $63,680.00 .

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.