Operations Associate (Document Custody Release Team)

Overview

We are seeking a detail-oriented, motivated Operations Associate to join our Document Custody team supporting institutional clients. In this role, you'll help manage, verify, and release mortgage and select non-mortgage documents that are stored in our secure facility and requested by clients or successor custodians.

This is an entry-level, office-based operations role ideal for candidates who enjoy working with processes, documentation, and accuracy - and who are interested in growing their career within a structured financial services environment. The team provides hands-on training, clear expectations, and strong internal mobility for high performers.

What You'll Do

• Review and verify physical and electronic mortgage and non-mortgage documents received from institutional clients
• Confirm that correct documentation and authorized signatures are present, following established custodial agreements and review guidelines
• Match document information to data housed in an internal document tracking system and update records as files move through the process
• Process document release requests by: Verifying the request details, coordinating with the internal vault team to retrieve files, confirming retrieved documents are accurate and complete, and routing approved documents to the mail team for secure shipment
• Document and update any exceptions or discrepancies identified during review
• Work from a daily queue, with an expected volume of approximately 5-10 requests per day
• Adhere to company risk, regulatory, and internal control standards, escalating issues when appropriate
• Support a collaborative team environment that reflects the company's values and commitment to belonging

A Day in the Role

You'll start your day working from a queue of document requests submitted by institutional clients. Most of your time will be spent reviewing documentation, validating details in internal systems, and coordinating with internal partners such as the vault and mail teams. The work is steady, process-driven, and accuracy-focused. You'll receive structured training during your first six weeks, including support from designated trainers and teammates within a close-knit 12-person team.

Education and Experience Required

• Associate's degree, or two years of prior work experience

Education and Experience Preferred

• Comfort working in an office or operational environment (customer service, retail, administrative, or clerical experience is welcome)
• Basic computer proficiency, including daily use of email and internal systems
• Strong attention to detail and ability to follow defined procedures
• Prior customer service or office experience (e.g., retail cashiering, call centers, administrative support)
• Basic Excel skills and experience working with spreadsheets
• Clear written and verbal communication skills
• Strong organizational and time-management abilities
• Ability to work under deadlines while maintaining accuracy
• Motivated, ambitious mindset with interest in career growth (team members often advance quickly)

Physical Requirements

• Ability to lift, push, or pull up to 30-50 pounds

Work Model/Office Location

• This is a 100% onsite position requiring five days in office per week
• Eligible candidates must live within commuting distance to 693 Seneca Street, Buffalo, NY 14210

Required Availability

• Monday-Friday, 8:30am-5:00pm