Lead Service Officer, SBA Sales Support

KeyBank; Portland (OR); Hybride; USD 57 000 - 87 000; Plein temps

Résumé du poste

KeyBank is seeking an SBA Lead Service Officer to support SBA loan closings and proactively engage borrowers, coordinating with Relationship Managers to identify needs and navigate documentation requirements.

You will collect documents, manage the closing process, and collaborate with outside counsel, title/escrow officers, and internal teams to ensure timely funding and post-closing follow-up.

Qualifications

• 3+ years of related work experience in financial services.
• General knowledge of Banking products and services.
• Basic Commercial Lending knowledge.
• Familiarity with SBA products and procedures.
• Proficiency with MS Windows/Office and Salesforce/Hogan tools.

Responsabilités

• Support SBA RMs by coordinating borrower needs and SBA loan closings.
• Gather required documents and manage loan closing documentation.
• Coordinate with counsel, title, escrow, and other partners for timely closings.
• Track exceptions and drive resolution to complete loan packages.

Connaissances

SBA & Commercial Lending Knowledge

Client Service

Loan Closing & Process Management

Ownership & Accountability

Organization & Prioritization

Relationship Management & Collab

Communication

Attention to Detail & Risk Awareness

Problem Solving

Continuous Improvement & Adaptability

Formation

Bachelor's degree or equivalent

Outils

MS Office (Excel/Word/PP)

SalesForce.com

Hogan

Description du poste

**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 BENEFITSThis position is eligible to earn a base salary in the range of $57,000.00 - $87,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.