Lead Service Officer, SBA Sales Support

Location:

Qualified candidate must reside in either PST or MST time zone to support our west coast business needs.

Job Summary:

Provides SBA Sale/Service support for SBA 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 SBA loans.  

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

Essential Functions:

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 draws 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 borrowers 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. 
• Ensure 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
• Seeks solutions and efficiencies in the SBA processes, i.e. serving on internal taskforces and partnership groups.

Additional Functions

• Participates in projects that impact SBA to provide expertise in the daily process
• Proactively identifies process improvements to continuously enhance client service and documentation quality.
• Performs other duties as assigned; duties, responsibilities and/or activities may change, or new ones may be assigned at any time with or without notice
• Comply with all KeyBank policies and procedures, including without limitation, always acting professionally, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key and its clients.

Education:

• Associate or bachelor’s degree (preferred) or equivalent work experience required

Work Experience:

• 3+ years of related work experience, with basic financial services knowledge
• General knowledge of Banking products and services
• Basic, ideally comprehensive, Commercial Lending knowledge
• Basic, ideally comprehensive, knowledge of all SBA products and services
• Demonstrated knowledge of applicable technology including MS Windows/Office applications (Excel, Word and PowerPoint), in addition to various banking tools i.e. Hogan, SalesForce.com (preferred)
• Basic Knowledge and understanding of the SBA Standard Operating Procedures (SOP) manual (preferred)

Skills:

• SBA & Commercial Lending Knowledge: Strong knowledge of SBA lending products, loan documentation, closing requirements, and servicing processes, with an understanding of commercial and business banking products and services.
• Client Service: Demonstrated ability to provide a high level of service to clients and internal partners while balancing client needs, operational requirements, and risk considerations.
• Loan Closing & Process Management: Ability to manage SBA loan transactions through documentation, closing, funding, construction draws, and post-closing activities while meeting established timelines and requirements.
• Ownership & Accountability: Demonstrated ability to take ownership of assigned transactions, proactively drive activities to completion, follow through on commitments, and resolve outstanding documentation requirements.
• Organization & Prioritization: Strong organizational and time management skills with the ability to manage multiple clients, transactions, deadlines, and competing priorities in a high-volume environment.
• Relationship Management & Collaboration: Ability to build and maintain effective working relationships with Relationship Managers, clients, credit and closing partners, attorneys, title companies, and other internal and external stakeholders.
• Communication: Strong verbal and written communication skills with the ability to clearly communicate requirements, coordinate activities, manage expectations, and escalate issues appropriately.
• Attention to Detail & Risk Awareness: Strong attention to detail with the ability to review loan documentation for completeness and accuracy, identify exceptions, and support compliance with SBA, regulatory, and bank requirements.
• Problem Solving: Strong problem-solving skills with the ability to identify issues, evaluate information, engage appropriate stakeholders, and drive timely resolution of loan closing and servicing matters.
• Continuous Improvement & Adaptability: Ability to adapt to changing priorities and requirements, identify opportunities to improve processes and client service, and contribute expertise to projects and process improvement initiatives.

Core Competencies:

• All KeyBank employees are expected to demonstrate Key’s Values and sustain proficiency in identified Leadership Competencies.

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:

• Hybrid (2+ days in office)

COMPENSATION AND BENEFITS

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

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

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.