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.

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.

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