Lead Servicing Officer - Institutional Real Estate

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 Lead 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.

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

• Responsible for supporting client service functions required by credit and non-credit products offered by the Real Estate Capital Division
• Responsible for all post-closing services for assigned portfolio of medium complexity loan structures.
• Proven ability to prioritize and handle multiple tasks in a high-volume environment
• Provides backup for servicing for team members.
• Provides expertise and assist RM and Closer in pre-closing process by review of loan documents, evaluation of funding requirements and attending closing meetings
• Assimilates and analyzes information necessary to establish medium complexity loan and disbursement controls on bank systems, including borrowing base availability.
• Establishes and maintains servicing files including property additions and releases and letter of credit issuance.
• Identifies exceptions and obtains appropriate approvals as necessary
• Initiates and analyzes standard and custom monitoring requirements including title/tax update, insurance and holdbacks
• Initiates financial and collateral transactions based on customer request or loan document provisions
• Analyzes and facilitates rate, commitment, and collateral changes, loan payments, tax and insurance escrows, flood zone monitoring requirements, DDA/Cash management services, and payoff instruction
• Maintain all aspects of DDA Restricted Collateral Accounts including account opening, disbursements, reconciliations, hold level maintenance and account closing.
• Maintains data integrity of system of record including posting of transactions, on-boarding of new loans and collateral, processing modifications and amendments, and data information maintenance.
• Clearly and immediately communicates problems/issues to Manager and/or RM
• Forms alliance with RMs to provide superior service to client base including achievement of goals for cash management services and off balance sheet transitions.
• Provides expertise to RMs on system requirements. Proactively identifies and assists in resolving issues affecting client service and risk management
• Provides expertise to others by thorough understanding of business requirements of clients and loan related transactions
• Active participation in projects as needed
• Perform 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 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

Required Qualifications

• 3+ years' experience and knowledge of commercial real estate including commitment/loan structures, title/liens, documentation, and industry practices for collateral release
• Familiarity with Commercial Loan Systems and Deposit Systems

Skills & Competencies

• Analytical Skills: Demonstrates strong ability to analyze complex information, identify patterns, and apply sound judgment to support accurate decisionmaking.
• Attention to Detail: Maintains a high level of accuracy and thoroughness to ensure data integrity, compliance, and quality outcomes.
• Systems and Quantitative Aptitude: Applies strong aptitude for systems, analysis, and mathematics to understand financial structures, processes, and controls.
• Communication Skills: Communicates clearly and effectively in both written and verbal formats, fostering transparency and productive collaboration.
• MultiTasking and Prioritization: Effectively manages multiple tasks and competing priorities in a fastpaced, highvolume environment.
• Technology Proficiency: Proficient in PC applications, including Microsoft Excel and Word, to support analysis, documentation, and reporting.
• Accountability: Takes ownership of responsibilities, honors commitments, learns from mistakes, and demonstrates open and honest communication.
• Business Acumen: Understands the financial services industry, competitive landscape, and business strategy while applying risk management principles in daily work.
• Client Focus: Delivers highquality service to internal and external clients by actively listening, exercising sound judgment, and balancing client needs with organizational objectives.
• Continuous Learning and Development: Actively pursues professional growth and shares knowledge to strengthen individual and team performance.
• Drive for Results: Consistently delivers strong performance by setting high standards, meeting deadlines, and maintaining focus on achieving goals.
• Effective Collaboration: Builds strong working relationships by engaging stakeholders, sharing information, and working cooperatively to achieve shared outcomes.
• Change Leadership: Adapts effectively to change, demonstrates a continuous improvement mindset, and makes timely decisions under pressure while escalating appropriately.
• Managerial Courage: Provides and receives constructive feedback openly, addresses conflict productively, and fosters cooperation through respectful dialogue.
• Vision and Purpose Alignment: Understands how individual contributions support departmental and organizational goals and prioritizes work accordingly.

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) - Qualified candidate must be able to report to one of the office sites listed 2 days per week.

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.