SBA Loan Support Specialist

First Citizens Bank; Jacksonville (FL); Remote; USD 55,000 - 75,000; Full time

Job summary

First Citizens Bank is seeking an SBA Loan Support Specialist for a remote role available to candidates in NC, AZ, TX, GA, FL or SC. You will handle servicing, maintenance, and administration of SBA loan accounts, ensuring data accuracy, regulatory compliance, and strong customer service while coordinating with internal and external partners.

You will act as a subject matter expert for SBA processes, assist with troubleshooting, and support loan lifecycle activities.

Qualifications

• Bachelor's Degree or GED with 4+ years in support, operations or customer service.
• Experience servicing SBA loans and knowledge of SBA guidelines is preferred.
• Proficiency with loan servicing systems and Excel is desirable.

Responsibilities

• Maintain and service SBA and commercial loan accounts through the loan lifecycle.
• Process operational transactions, research discrepancies, and respond to inquiries.
• Provide high-quality customer and partner support within service levels.
• Serve as a subject matter expert for SBA servicing processes and systems.
• Process loan modifications, assumptions, deferments, and servicing actions; reconcile general ledger accounts.

Skills

Customer service

Builds productive relationships

Detail oriented

Problem solving

Education

Bachelor's Degree

High School Diploma or GED

Tools

PCFS SBA Loan Manager

SBA E-Tran systems

Job description

Overview

This is remote role and could be hired in NC, AZ, TX, GA, FL, or SC.

The SBA Loan Support Specialist supports SBA loan servicing operations through the processing, maintenance, and administration of loan accounts. This role is responsible for ensuring data accuracy, regulatory compliance, customer service excellence, and operational efficiency while working with internal and external partners to resolve servicing issues and support loan lifecycle activities.

Responsibilities & Qualifications

Duties & Responsibilities:

• Account Servicing - Maintains and services SBA and commercial loan accounts throughout the loan lifecycle, including booking, account maintenance, modifications, payoffs, and terminations. Ensure all transactions are processed accurately and in compliance with bank and SBA requirements.
• Operations - Processes operational transactions related to loan servicing activities, research discrepancies, resolves exceptions, and responds to customer, vendor, and internal partner inquiries.
• Service & Support - Provides high-quality support to customers and business partners by researching issues, identifying solutions, and resolving complex service requests within established service levels.
• Business Proficiency - Serves as a subject matter resource for SBA servicing processes, system applications, and operational procedures. Assists with troubleshooting, process improvements, and training of less experienced associates.
• Additional Responsibilities - Process SBA loan modifications, assumptions, deferments, and servicing actions. Update and maintain SBA loan information in E-Tran and internal servicing systems. Complete loan booking and verification activities while ensuring compliance with SBA and bank policies. Reconcile general ledger accounts and research balancing differences. Review documentation for completeness and accuracy prior to servicing transactions.

Position Specific Skills:

• Customer service skills
• Builds Productive Relationships
• Detail Oriented
• Problem Solving

Qualifications: Minimum Required Education and Experience: Bachelor's Degree OR High School Diploma or GED/Equivalent and 4 years' experience in Support, or Operations, or Customer Service

Preferred Qualifications:

• Experience servicing SBA 7(a), 504, and SBA Express loans.
• Working knowledge of PCFS SBA Loan Manager and SBA E-Tran systems.
• Experience with loan booking, loan maintenance, modifications, and payoff processing.
• Knowledge of SBA SOP requirements and SBA servicing guidelines.
• Experience performing general ledger reconciliations and balancing activities.
• Strong analytical, problem-solving, and organizational skills.
• Proficiency with Microsoft Excel and other loan servicing systems.

Additional Information

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.