SBA Loan Operations Specialist

About the role

The SBA Loan Operations Specialist plays a crucial role within the Loan Operations Department at Customers Bank. This position is essential for the day-to-day servicing, onboarding, and reporting of the bank's SBA loan portfolio.

Responsibilities

• 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
• Maintaining GL balancing and preparing wires for special SBA loan payments
• Overseeing SBA servicing compliance in accordance with SBA SOP guidelines
• Corresponding with internal bank team members and external customers
• 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
• Strong understanding of SBA 1502 reporting requirements, reconciliation processes, and remittance procedures
• Effective use of technology in a daily work environment
• Adaptability to changing SBA regulations and evolving work processes
• Understanding of SBA loan documentation and servicing requirements

Qualifications

• 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
  • 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
  • Openness to adopting AI-assisted tools and automation platforms to improve loan servicing workflows
  • 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
• Technology Skills:
  • Ability to work with the Microsoft Suite and learn/work with other Customers Bank's applications
  • Experience with Salesforce and nCinoFIS 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

Benefits

Customers Bank offers a competitive benefits package including health insurance, retirement plans, paid time off, and more. We are committed to fostering a positive and inclusive workplace where everyone feels valued and supported.

Pay

Compensation is commensurate with experience and qualifications.

Schedule

This role is open to hybrid work arrangements within Customers Bank locations in Pennsylvania, New York, New Jersey, California, Massachusetts, and Rhode Island.