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.
This role is ONSITE Monday through Thursday with Friday remote.
Who is Customers Bank?
Founded in 2009, Customers Bank is a super-community bank with over $22 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.
Position Summary
The Quality Control Auditor position is accountable for ensuring the accuracy and regulatory compliance of loan boarding and reporting, while maintaining precise loan accounting reconciliations and supporting process improvement across Loan Operations.
What you will do:
- Perform end-to-end quality control reviews of new consumer and commercial loans booked to the Bank’s core system, ensuring internal approvals align with executed loan documentation and that loans are accurately set up on the core platform.
- Complete detailed CRA and HMDA LAR reviews to ensure accurate data input and regulatory compliance.
- Manage the daily reconciliation of Loan Control and GL in-process accounts, including research and resolution of out-of-balance conditions, and balance daily Loan Operations teller branch activity.
- Work directly with processors, lenders, and when necessary external customers to identify, research, and clear outstanding items on Loan Control and GL in-process accounts in a timely manner.
- Perform monthly reconciliations in the Cadency program and submit required reporting to the Accounting department.
- Review and act on key daily and weekly reports, including Loan Disbursement, Paid Off Loan, Correction Change, and Macro Analysis reports, ensuring that exceptions are identified, communicated, and resolved.
- Research IBS core system issues and coordinate with FIS client services and internal stakeholders to resolve problems and prevent recurrence.
- Monitor shared mailboxes (such as Loan Accounting and Commercial wire inboxes) and distribute work appropriately to maintain timely completion of items and effective workload management.
- Work closely with all areas within Loan Operations to resolve outstanding audits, maintain consistent knowledge of processes and procedures, and provide back-up QC loan review support during peak periods.
- Participate in gathering information and documentation for internal and external audits and regulatory examinations, supporting timely and accurate responses.
- Develop, recommend, and assist in implementing process improvements and industry best practices across Quality Control, Loan Accounting, and Loan Operations to strengthen loan quality, reconciliation accuracy, and operational efficiency.
- Support other Loan Operations functions as business needs require, and perform other duties and projects as assigned by management.
What do you need?
- 3 to 5 years of experience in Loan Operations, Loan Accounting, Documentation, and/or internal audit, with exposure to both commercial and consumer loan portfolios.
- Hands-on experience with loan reconcilement and GL balancing, including research and resolution of out-of-balance conditions on Loan Control and in-process accounts.
- Ability to interpret financial reports, legal loan documents, and complex loan structures, and translate those into accurate system setups and clear findings.
- Strong analytical and problem-solving skills, with a high degree of accuracy and attention to detail on repetitive, detail oriented work.
- Strong knowledge of commercial and consumer loan operations and servicing practices, including documentation, funding, boarding, and servicing controls.
- Demonstrated ability to work independently, prioritize and manage multiple tasks, and meet deadlines during high volume and month end periods with limited supervision.
- Excellent written and verbal communication skills, with the ability to provide clear guidance, training, and feedback to business partners and team members, and to deliver strong internal and external customer service.
- Strong organizational skills and adaptability in a fast paced, demanding, and rapidly changing environment.
- Willingness to work extended hours during peak periods, including the last business day of each month and the last business day of the calendar year.
Technology Skills:
- Advanced knowledge of core banking system processes, preferably IBS, including loan setup, maintenance, and reporting functions.
- Proficiency with loan documentation and booking platforms such as Finastra LaserPro, and comfort working across multiple loan servicing and workflow systems.
- Proficiency with Salesforce and related workflow tools, including nCino, for tracking pipeline, documentation, and exceptions.
- Experience with Workday settlement or similar reconciliation and settlement solutions is preferred.
- Proficiency with Microsoft Office Suite, including strong working knowledge of Excel, Word, Outlook, and PowerPoint for analysis, reporting, and presentations.
- Ability to embrace and leverage AI tools and automation to drive operational improvements, enhance quality control, and support data driven decision making.
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.