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 will, within defined guidelines and framework, work with Sales, Fulfillment, and external parties from application to funding to ensure mortgage loan information is processed in a timely manner. You'll provide excellent customer service to members and business partners, be responsible for performing multiple administrative, clerical tasks for the Real Estate Loan Officers, Processors and Closers in support of the mortgage loan process and complete all transactions within Service Level parameters and in accordance with all applicable compliance and regulatory standards.

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

Relocation assistance is not available for this position.

What you'll do:

• Provide 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 documents in accordance with prescribed mortgage loan types for Conventional, VA, Jumbo, purchase and refinance loans.

• Ensure task-based processes are completed in accordance with compliance, productivity and quality standards and all applicable SLA’s.

• Initiate member contact (inbound/outbound) to collect data and documents needed to progress the loan through the Originations cycle.

• Complete data entry work into multiple systems used in Real Estate Originations including LOS (Loan Origination System) and WebLGY (investor systems).

• Take inbound/outbound telephone 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.

• Meet or exceed 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.

• Stay 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.

• Ensure 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 required.

• Minimum 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:

• Experience in production support within mortgage or real estate lending, including monitoring pipeline activity, resolving process or system issues, and ensuring transactions progress efficiently from application through funding.

• Minimum of 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…