Lead Service Officer (Small Business Administration Loans)

Location:

Job Summary
Provides SBA Sale/Service support for Small Business Administration Loan Closings, problem resolution and loan documentation. Committed to overall excellence in helping clients and mitigating risk in all aspects of the client relationship with Small Business Administration loans.

Essential Functions

The role of the SBA Lead Service Officer is to help support the SBA Relationship Managers (RMs) by proactively reaching out to borrower for SBA loan transactions assisting with client need identification/coordination with SBA loan closings.

Needs Assessment

• Maintains an in-depth knowledge of SBA products and basic knowledge of broader business banking products and services.
• Discusses the client with the SBA RMs to better understand the borrower's needs.
• Supports SBA RMs with SBA loan documentation required for SBA Closing, which includes all required documents, SBA equity injections, loan closing, and construction draw and monitoring.
• Takes full ownership of the loan closing process working directly with the borrower, external and internal partners.
• Takes full ownership to ensure unresolved documentation exceptions from loan closing are tracked on the exception report and clears documentation exceptions, working together with the Senior Franchise reps and the borrower.

Fulfillment

• Is primary contact with borrower's in loan closing process to gather all required documents pertaining to the loan closing, proactively drives the loan closing process
• Helps to service as one of the primary contacts partnering with the SBA RMs to provide a high level of customer service and value.
• Works closely with multiple parties including outside counsel, Key's Community Bank partners, support staff, SBA credit and closing groups, the Community Bank Real Estate Team, borrowers, borrower's counsel, Key's outside counsel, Title Company, escrow officers or other lenders to achieve a well-coordinated and timely loan closing.
• Participates or helps conduct SBA loan closing on behalf of the SBA RM reps as requested.
• Ensures loan packages are complete to ensure that documents are executed properly prior to sending in for booking.
• Funds loans once they are closed and completes advances throughout the draw process, if applicable to the loan.

Follow-Up

• Coordinates follow-up with internal partners and clients, as appropriate, to ensure prompt and accurate completion/resolution of issues from SBA Closing.
• Works to resolve SBA booked loan document exceptions, working with SBA RM, BBRM and Clients to clear.
• Proactively identifies process improvements to continuously deliver undeniable value to our clients
• Adheres to and supports Key's compliance culture

Required Qualifications

• Associate degree or equivalent work experience

• Minimum 3 years of related work experience.

• Basic financial services knowledge

• General knowledge of Banking products, services and, basic Commercial Lending (ideally comprehensive)

• Demonstrated experience with personal computer applications

• Strong verbal and written communication skills

• Ability to establish and strengthen effective working relationships among team members and product and support partners

• Excellent time management skills, able to manage and track details for multiple clients and prioritize against daily responsibilities.

• Excellent attention to details

Preferred Qualifications

Basic (Ideally comprehensive) knowledge of all SBA products and services

Competencies / Skills

• Action Oriented: Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
• Approachability: Is easy to approach and talk to; spends extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with and gains their trust and respect.
• Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.
• Process Management: Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient workflow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues for improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
• Organizing: Can marshal resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.

Core Competencies

• All KeyBank employees are expected to demonstrate Key's Values and abide by Key's Code of Conduct.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

Work Location Category

• Hybrid (2+ days)

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties. Please note that at this time the minimum expectation will be 2 days a week from the office location and additional days in office per week based on business need/meetings, etc.

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.