SBA Loan Operations Specialist

Customers Bank•Malvern, PA

1d•Hybrid

About The Position

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.

Requirements

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
Ability to work with the Microsoft Suite and learn/work with other Customers Bank's applications

Nice To Haves

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

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
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