Documentation & Administrative Specialist - Mortgage Warehouse Lending

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.

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.

Position Overview

This position is responsible for supporting a portfolio of Warehouse Lending customers through end-to-end legal documentation management, cross-functional coordination, and broad administrative support. This role requires strong independent judgment, attention to detail, and a customer-focused mindset. The position serves as a primary contact for assigned clients, working closely with the Warehouse Lending Credit team, Relationship Managers, external legal counsel, and the Warehouse Lending customer base to ensure accuracy, compliance, and timely execution of legal documentation. In addition to documentation responsibilities, this role plays a meaningful part in the day-to-day administrative operations of the department, and actively contributes to the adoption and effective use of AI-powered tools to improve productivity, document quality, and workflow efficiency.

What You'll Do:

• Manage and maintain legal documentation for the Warehouse Lending customer base, ensuring accuracy, completeness, and compliance with approved credit terms.
• Partner with credit analysts, operations, and relationship managers to review and validate legal documentation against internal credit approvals and system records.
• Determine whether documentation can be handled internally or requires external counsel, and coordinate with outside counsel to ensure timely, accurate execution.
• Oversee execution of warehouse facility/MSR agreements, amendments, custodial agreements, and waiver letters - ensuring all documents are properly signed, tracked, and recorded.
• Support day-to-day administrative operations including invoice and vendor processing, scheduling, correspondence, meeting prep, shared drive management, and departmental subscription renewals.
• Serve as a liaison across IT, Compliance, Legal, and other internal partners on cross-functional tasks and projects.
• Leverage AI tools (Copilot, ChatGPT, and similar platforms) to draft, review, summarize, and improve documentation quality and consistency.
• Identify opportunities to automate repetitive documentation and administrative workflows using AI, and support broader departmental AI adoption.
• Evaluate AI-generated content for accuracy and compliance before use, and serve as a resource for colleagues on effective AI tool usage.
• Contribute to process improvements that enhance documentation accuracy and workflow efficiency.

What Do You Need?

• Bachelor's degree or equivalent work experience.
• Experience in mortgage warehouse lending is preferred.
• Experience with legal documentation management and/or paralegal experience.
• Ability to manage multiple priorities in a deadline-driven environment.
• Self-starter with excellent time management skills.
• Strong analytical and decision-making skills with the ability to interpret legal documentation.
• Strong attention to detail and organizational skills.
• Clear, professional written and verbal communication skills.
• Demonstrated experience providing customer service to external business clients.
• Ability to work independently while collaborating effectively with internal partners.

Technology Skills:

• Proficiency with Microsoft Office Suite (Excel, Word, Outlook, PowerPoint, Teams).
• Experience using or willingness to actively adopt AI productivity tools, including Microsoft Copilot, ChatGPT, and similar platforms, to support documentation and administrative workflows.
• Ability to critically evaluate AI-generated output for accuracy, appropriateness, and compliance with professional and regulatory standards.
• Familiarity with document management systems and shared drive platforms (e.g., SharePoint).
• Comfort with digital collaboration tools and remote work technologies.
• Willingness to learn other application tools and systems within Warehouse Lending as needed.

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.