SBA Loan Operations Specialist

Sba Loan Operations SpecialistAt 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.Location: Open to hybrid in any Customers Bank location in PA, NY, NJ, CA, MA, RIFounded 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 systemProcessing SBA loan payments, advances, and modificationsCompleting SBA 1502 monthly reporting, reconciliation, and remittance processingOverseeing remittances of SBA sold loans to Guidehouse/EtranTracking and managing monthly loan transactions for inclusion in 1502 reportingResearching and resolving SBA servicing and reporting exceptionsPreparing payoff letters and 10-day notices for the SBA portfolioOverseeing GL balancing and preparing wires for special SBA loan paymentsMaintaining SBA servicing compliance in accordance with SBA SOP guidelinesCorresponding with internal bank team members and external customersReviewing and validating SBA loan authorizations to ensure terms align with SBA SOP requirements prior to boardingMonitoring SBA loan collateral records and guarantor information to ensure accuracy and completeness in the core systemSupporting SBA purchase package preparation and submission in the event of loan default or early payoffParticipating in periodic quality control reviews to identify servicing errors and implement corrective actionsKey PrioritiesThorough understanding of SBA loan structure and the ability to configure the core operating system to meet loan terms and SBA requirementsAbility to process and maintain SBA onboarding for both new and modified loansStrong understanding of SBA 1502 reporting requirements, reconciliation processes, and remittance proceduresEffective use of technology in a daily work environmentAbility to adapt to changing SBA regulations and evolving work processesAbility to support team members and customers with complex SBA loan structure, servicing, system, and compliance questionsUnderstanding of SBA loan documentation and servicing requirementsWhat Do You Need?Experience & Competencies3+ years of experience in SBA Loan Servicing and ReportingExperience with SBA 1502 reporting and knowledge of Guidehouse/Etran or equivalent SBA reporting/servicing systemsAbility to understand, evaluate, and work with legal loan documentsStrong interpersonal skills for communicating with internal and external customersExcellent analytical, organizational, and problem-solving skillsAbility to multitask and prioritize in a fast-paced, dynamic environmentAbility to work independently and collaboratively across all levelsAbility to work 40 hours per week; extended hours required during quarter-endDemonstrated curiosity and adaptability toward AI tools and emerging technologies in financial servicesTechnology Skills:Ability to work with the Microsoft Suite and learn/work with other Customers Bank's applicationsExperience with Salesforce and nCinoFIS Platform or equivalent core banking systemLaserPro system knowledgeGuidehouse or equivalent SBA reporting/servicing systemFamiliarity with AI and automation tools that support productivity, workflow efficiency, and client engagementOpenness to adopting AI-assisted tools and automation platforms to improve loan servicing workflowsAbility to leverage AI-powered features within existing platforms (e.g., Salesforce, nCino) to enhance productivityComfort working in an evolving technology environment where new tools and processes are regularly introducedWillingness to participate in innovation initiatives and contribute ideas for process improvementCustomers 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.