Job Description

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Must be legally eligible to work in the United States without sponsorship, now or in the future, to be considered.

Location: Open to hybrid in any Customers Bank location in PA, NY, NJ, CA, MA, RI

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $25 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you: We provide every customer with a single point of contact. A resolute team member who is committed to meeting your needs today and tomorrow.

On the leading edge: We are innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we are a partner you can trust.

What You'll Do:

The SBA Loan Operations Specialist is a key role within our Loan Operations Department, responsible for the day-to-day servicing, onboarding, and reporting of the bank's SBA loan portfolio. This position works across the full lifecycle of an SBA loan — from initial setup through ongoing servicing and monthly reporting — and serves as a go-to resource for both internal team members and external customers on SBA-related questions and processes.

Responsibilities include, but are not limited to:

• Onboarding new and modified SBA loans to the bank's core operating system
• Processing SBA loan payments, advances, and modifications
• Completing SBA 1502 monthly reporting, reconciliation, and remittance processing
• Overseeing remittances of SBA sold loans to Guidehouse/Etran
• Tracking and managing monthly loan transactions for inclusion in 1502 reporting
• Researching and resolving SBA servicing and reporting exceptions
• Preparing payoff letters and 10-day notices for the SBA portfolio
• Overseeing GL balancing and preparing wires for special SBA loan payments
• Maintaining SBA servicing compliance in accordance with SBA SOP guidelines
• Corresponding with internal bank team members and external customers
• Reviewing and validating SBA loan authorizations to ensure terms align with SBA SOP requirements prior to boarding
• Monitoring SBA loan collateral records and guarantor information to ensure accuracy and completeness in the core system
• Supporting SBA purchase package preparation and submission in the event of loan default or early payoff
• Participating in periodic quality control reviews to identify servicing errors and implement corrective actions

Key Priorities

• Thorough understanding of SBA loan structure and the ability to configure the core operating system to meet loan terms and SBA requirements
• Ability to process and maintain SBA onboarding for both new and modified loans
• Strong understanding of SBA 1502 reporting requirements, reconciliation processes, and remittance procedures
• Effective use of technology in a daily work environment
• Ability to adapt to changing SBA regulations and evolving work processes
• Ability to support team members and customers with complex SBA loan structure, servicing, system, and compliance questions
• Understanding of SBA loan documentation and servicing requirements

What Do You Need?

Experience & Competencies

• 3+ years of experience in SBA Loan Servicing and Reporting
• Experience with SBA 1502 reporting and knowledge of Guidehouse/Etran or equivalent SBA reporting/servicing systems
• Ability to understand, evaluate, and work with legal loan documents
• Strong interpersonal skills for communicating with internal and external customers
• Excellent analytical, organizational, and problem-solving skills
• Ability to multitask and prioritize in a fast-paced, dynamic environment
• Ability to work independently and collaboratively across all levels
• Ability to work 40 hours per week; extended hours required during quarter-end
• Demonstrated curiosity and adaptability toward AI tools and emerging technologies in financial services

Technology Skills:

• Ability to work with the Microsoft Suite and learn/work with other Customers Bank's applications
• Experience with Salesforce and nCino
• FIS Platform or equivalent core banking system
• LaserPro system knowledge
• Guidehouse or equivalent SBA reporting/servicing system
• Familiarity with AI and automation tools that support productivity, workflow efficiency, and client engagement
• Openness to adopting AI-assisted tools and automation platforms to improve loan servicing workflows
• Ability to leverage AI-powered features within existing platforms (e.g., Salesforce, nCino) to enhance productivity
• Comfort working in an evolving technology environment where new tools and processes are regularly introduced
• Willingness to participate in innovation initiatives and contribute ideas for process improvement

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide “reasonable accommodations”, upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let’s take on tomorrow.