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.

Must be legally eligible to work in the United States without sponsorship, now or in the future, to be considered.

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 dedicated team member who’s committed to meeting your needs today and tomorrow.

On the leading edge: We’re 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’re a partner you can trust.

What You’ll Do: As the Collateral & Insurance Manager, you’ll lead the integrity, compliance, and performance of the bank’s collateral and insurance management processes. You’ll ensure all pledged assets and insurance documentation meet regulatory, policy, and risk standards while leveraging automation, AI, and data analytics to drive accuracy and efficiency. Partnering with teams across the organization, you’ll enhance collateral tracking, insurance compliance, and exception resolution through smarter workflows and technology. You’ll champion continuous improvement, implement dashboard solutions, and lead a team that maintains precision, accountability, and audit readiness across the loan lifecycle.

Daily Responsibilities & Oversight

• Direct, coach, and inspire a high-performance team responsible for collateral documentation verification and insurance tracking.
• Oversee the full lifecycle of collateral and insurance management across loan portfolios, ensuring accuracy, timeliness, and compliance with regulatory, policy, and credit requirements.
• Serve as the primary point of accountability for audit readiness, leading examinations, responses, and remediation related to collateral and insurance documentation.
• Partner with teams across the organization to align collateral data, lien perfection, and insurance compliance across all core systems and business lines.
• Deploy and manage AI, OCR, and automation tools to enhance data integrity, accelerate workflows, and reduce manual processing.
• Continuously analyze existing procedures to identify and execute efficiency, scalability, and quality improvements.
• Develop and maintain dynamic dashboards and performance metrics to track collateral coverage, insurance expirations, turnaround times, and exception resolution rates.
• Collaborate with Compliance, Technology, and Risk to strengthen governance, data transparency, and process automation across the lending ecosystem.
• Lead and execute special projects such as system enhancements, workflow optimization, and audit-driven corrective actions.
• Review and approve complex or high-value collateral releases and insurance exceptions, ensuring proper controls and documentation.
• Provide continuous training, coaching, and performance feedback to promote consistency, accountability, and professional development across the team.
• Champion a culture of precision, operational excellence, and proactive risk management in all collateral and insurance functions.

What Do You Need?

Experience:

7–10 years of comprehensive experience in commercial or consumer banking operations, with a strong background in collateral management, insurance compliance, and loan servicing. Proven ability to lead teams, ensure regulatory adherence, and implement technology-driven improvements that enhance accuracy and operational performance.

Knowledge:

• In-depth expertise in loan collateral structures, lien perfection, and insurance requirements across diverse commercial and consumer lending products.
• Strong command of regulatory frameworks and compliance expectations governed by the OCC, FDIC, and CFPB, with practical experience supporting internal and external audit examinations.
• Demonstrated success designing and implementing process improvements, automation initiatives, and workflow optimizations to strengthen operational accuracy and efficiency.
• Skilled in leading, mentoring, and developing teams within high-volume, detail-driven environments that demand precision, accountability, and consistency.
• Solid understanding of emerging technologies, including AI, machine learning, and OCR solutions, with the ability to apply them to enhance data quality, exception management, and reporting transparency.

Soft Skills:

• Exceptional analytical, leadership, and communication abilities with a proven capacity to drive collaboration and results across multiple business functions.
• Skilled at building consensus, influencing stakeholders, and fostering alignment between operations, credit, risk, and compliance teams.
• Demonstrates high integrity, accountability, and professional judgment in decision-making and execution.
• Maintains meticulous attention to detail while balancing strategic priorities and operational efficiency.
• Committed to cultivating a culture of precision, transparency, and continuous improvement.

Technology Skills:

• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) with the ability to quickly learn and navigate Customers Bank’s internal applications and platforms.
• Experienced in document management systems such as nCino, SharePoint, and vendor-based recording and release applications to ensure secure, timely, and compliant collateral documentation management.
• Skilled in utilizing core banking systems including FIS (Insight) or comparable loan servicing and collateral tracking platforms to maintain data integrity and operational accuracy.
• Strong working knowledge of AI and automation technologies, including OCR, ChatGPT, Microsoft CoPilot, and Power BI, to streamline document processing, enhance reporting visibility, and improve workflow efficiency.
• Adept at leveraging data analytics and automation to identify trends, monitor portfolio health, and support informed decision-making across business units.

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.