Lead Service Officer (Small Business Administration, Small Business Retail)

Location:

Qualified candidate must be able to report to one of the offices listed at least 2 times per week; this is a hybrid role.

JOB BRIEF (PURPOSE)

Provides SBA Sale/Service support for SBA Loan Closings 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 LSO Small Business Retail is to help support the SBA Virtual RM's, Business Banking Virtual RM's, and Branch Managers 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 Virtual RM's to better understand the borrower's needs
• Helps supports SBA Virtual RM's with SBA loan documentation required for SBA Closing, which includes all required documents, SBA equity injections, and loan closings
• Partners with SBA Virtual RM's with the loan closing process working directly with the borrower, external and internal partners.
• Works closing with SBA Virtual RM's to ensure unresolved documentation exceptions from loan closing are tracked on the exception report and clears documentation exceptions, working together with the SBA Virtual RM's and the borrower.

Fulfillment:

• Is a contact with borrower's in loan closing process to gather all required documents pertaining to the loan closing, proactively drives the loan closing process working with the SBA Loan Closer and SBA Virtual RM's.
• Helps to service as one of the contacts partnering with the SBA Virtual RM's 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.
• Works with the SBA Virtual RM's to ensure loan packages are complete to ensure that documents are executed properly prior to sending in for booking.
• Funds loans once they are closed.

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 help resolve SBA booked loan document exceptions, working with Wellness Advisor 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 to the SBA processes, i.e. serving on internal taskforces and partnership groups.
• Participates on projects that impact SBA to provide expertise in the daily process
• Proactively identifies process improvements to continuously enhance client service and documentation quality.

• Associate Degree or equivalent work experience
• Minimum 3+ years related work experience
• Basic financial services knowledge
• General knowledge of Banking products, services and, basic Commercial Lending (ideally comprehensive)
• Basic (Ideally comprehensive) knowledge of all SBA products and services
• 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

• Demonstrated knowledge of applicable technology including MS Windows/Office Products (excel, word and PowerPoint, Hogan, SalesForce.com
• Basic Knowledge and understanding of the SBA Standard Operating Procedures (SOP) manual

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 work flow; 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.

Applicable equipment may include - Laptop computer including Word, Excel, PowerPoint

Laptop training specific to various programs.

Other SBA instruction based on individual's background (perhaps NAGGL (National Association of Government Guaranty Lenders) training)

Preferred work location is within KeyBank's footprint.

COMPENSATION AND BENEFITS

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.

This position is eligible to earn a base salary in the range of $55,000.00 to $70,000.00 annually depending on job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance. Please click here for a list of benefits for which this position is eligible.

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.