Senior Servicing Officer (Institutional Capital Group)

KeyBank; Atlanta (GA); Hybrid; USD 71,000 - 125,000; Full time

Job summary

KeyBank’s Real Estate Institutional Capital Group seeks a Senior Servicing Officer to manage a portfolio of commercial real estate loans, supporting complex structures and healthcare financing for hospitals and senior housing operators.

You will lead end-to-end servicing, onboarding, and data integrity, collaborating with relationship managers, closers, and internal teams to deliver high-quality service across revolver, term, borrowing base and bridge loans.

Qualifications

• Bachelor's Degree or equivalent experience preferred.
• 5+ years of related experience, including at least 2 years in a Lead Service Officer role.

Responsibilities

• Manage pre- and post-closing services for complex loan structures such as ESOPs, Healthcare, Real Estate.
• Identify and resolve risk/exceptions and communicate with leadership.
• Maintain expert understanding of systems and ensure data integrity.
• Collaborate in-person with stakeholders to drive the loan process.
• Book loans in LoanIQ and manage documentation exceptions.
• Review docs using Laser Pro Lending and DocuSign.
• Lead projects and improvement initiatives, possibly in-person.
• Conduct pre-closing quality verification and fiduciary responsibilities.
• Onsite training and mentoring; backup to manager.
• Participate in client meetings and sales discussions onsite.
• Monitor post-approval reporting.
• Ensure compliance with documentation, insurance, and legal standards.
• Coordinate funding and booking of transactions, including wire backs.
• Other duties as assigned; duties may change.
• Complies with KeyBank policies and ethics.

Skills

Commercial lending concepts

Loan documentation

Problem solving

Decision making

Communication skills

Organization

Multitasking

MS Office

Loan systems

Customer service

Education

Bachelor's Degree or equivalent experience

Tools

LoanIQ

Salesforce

LaserPro

DocuSign

BOS

Job description

Location:

4910 Tiedeman Road, Brooklyn Ohio

Remote work available for candidates who do not reside near one of the listed work locations.

If qualified candidate resides near one of the listed work locations, there is a hybrid requirement (2+ days in office).

Job Summary

This role offers the opportunity to join a wellestablished, growing Real Estate Institutional Capital Group team that is recognized for its leadership in commercial lending and lead Agent role in RE syndication market.

The Senior Servicing Officer is responsible for servicing an assigned portfolio of commercial real estate loans, primarily supporting the Real Estate Institutional Capital Group Line of Business, including nonowner occupied and interim loan structures. The role provides endtoend servicing support, portfolio administration, and related client services for a sophisticated client base that includes public and private REITs, real estate private equity firms and advisors, and commercial real estate owners, with additional focus on specialized healthcare property financing for hospitals and senior housing owners and operators. This position independently manages all preclosing and preboarding document reviews, risk management activities, and ongoing loan system processing, including loan boarding, maintenance, and data integrity. As a Senior Service Officer, this role additionally allows for the opportunity of leadership, training and mentoring other teammates.

Our team partners closely with relationship managers, closers, and internal teams to deliver highquality service and expert guidance across revolver, term, borrowing base and bridge loan products, while balancing multiple priorities and varying levels of complexity. As the bank continues to expand its commercial real estate platform, this role provides meaningful exposure to complex transactions, strong collaboration across lending teams, and the opportunity to grow within a stable, relationshipdriven organization.

Essential Functions

• Manage pre- and post-closing services for complex loan structures including ESOPs, Healthcare, Agribusiness, Real Estate, and more.
• Identify and resolve risk/exceptions, elevate as needed, and communicate with management and LOB.
• Maintain expert-level understanding of systems and ensure data integrity.
• Collaborate in-person with internal and external stakeholders to drive the loan process.
• Book loans in LoanIQ, confirm collateral, and manage documentation exceptions.
• Review and prepare documentation using Laser Pro Lending (LPL) and DocuSign.
• Lead projects and continuous improvement initiatives which may require in-person sessions.
• Conduct pre-closing quality verification and manage fiduciary responsibilities.
• Onsite training and mentoring of team members; serve as backup to manager.
• Participate in client meetings and sales team/pipeline discussions which includes onsite participation.
• Monitor and manage post-approval reporting.
• Ensure compliance with documentation, insurance, and legal standards.
• Act as a resource for documentation and compliance matters.
• Coordinate funding and booking of transactions, including wire call backs and approvals.
• 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
• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.

Education

• Bachelor's Degree or equivalent experience (preferred)

Work Experience

• 5+ years of related experience, including at least 2 years in a Lead Service Officer role (or equivalent), preferably in banking or financial services (required)

Skills

• Strong understanding of commercial lending concepts
• Proficiency in commercial loan documentation and closing
• Strong solution-oriented and problem-solving skills
• Excellent decision-making skills and judgment
• Strong interpersonal, written, and verbal communication
• Effective planning and organizational abilities; high attention to detail
• Ability to manage multiple tasks in a high-volume environment
• Proficiency in Microsoft Excel, Word, PowerPoint, and OneNote
• Familiarity with LoanIQ, SalesForce, LaserPro, DocuSign, BOS
• Deliver distinctive personalized service to external and internal clients

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.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $71,000.00 - $125,000.00 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.

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.

Job Posting Expiration Date: 10/28/2026

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

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 [e-mail].