Service Officer/Lead Service Officer - Commercial Core Client Servicing

Location:

This role could be filled at either the Service Officer or Lead Service Officer level depending upon skills and experience of the qualified candidate.

Must be local and able to report to the Tiedeman Offices (Brooklyn, OH) 1-3 days per week.

SERVICE OFFICER

Job Brief:

Responsible for either closing or servicing moderate to highly complex commercial loans, both real estate and non-real estate secured, syndicated, or non-syndicated in accordance with credit approval, risk management and loan documentation. This process includes loan servicing system input, balancing and related research. Other primary duties include analyzing business needs, translating them into business and/or technical requirements, collaborating with stakeholders across the organization to deliver effective solutions. You will play a crucial role in bridging the gap between servicing teams, client facing line of business teams and technology teams to ensure projects are aligned with strategic goals and delivered timely and efficiently. You will be responsible for creation and maintenance of detailed documentation, including user stories, use cases, process flows, data flow diagrams, and system specifications. The incumbent is responsible for performance of special instructions and follow up for accurate and timely completion of transactions ensuring compliance with established policies, procedures, and service level agreements. The incumbent will participate in and lead special projects as needed, participate as a team member dedicated to supporting the growth and servicing of the portfolio, providing the highest quality of customer service and satisfaction for internal and external customers alike.

Under limited supervision, the Service Officer (SO) is primarily focused on execution of complex processing, data preparation/analysis, operational and/or administrative work following defined and sometimes undefined procedures. The SO is responsible for following established guidelines to identify and resolve problems, manage projects and a queue of escalating issues as needed, and contributing to workflow or process change and redesign. Individuals in this position should form a strong understanding of systems, data analytics, forecasting, process improvements and standardization.

Job Responsibilities:

• Working knowledge of business requirements of clients and loan related transactions and other related applicable products in a high-volume environment; provides expertise to others.
• Identify, analyze, and balance gray areas of risks/exceptions, provide solutions and/or elevate to obtain appropriate approvals as necessary, and communicates issues to management and/or LOB as needed; understands the importance of balancing service and risk.
• Intermediate to expert understanding of role specific systems utilized which requires strong data integrity and attention to detail.
• All pre- or post-closing services for assigned portfolio of moderate to highly complex loan structures.
• Proactively drive the process through collaboration, communication, and a focus on client centricity with all parties; work seamlessly with the LOB, other internal partners, third parties, bank groups/syndications, etc.
• Independently manage assigned work with limited oversight from manager; offer assistance to others as time permits.
• Assist or lead projects and initiatives (e.g. enhance commercial lending platform, support control environment) and offers suggestions to support a continuous improvement mindset.
• Initiates and is accountable for fiduciary responsibilities for various monetary transactions and general ledger accounting including advances, payments, closing fees.

Essential Job Functions:

• Delivers distinctive personalized service to external and internal clients; participates in client meetings and sales team meetings when appropriate.
• Works in tandem with the RM and Borrower to take ownership of proper tracking and/or remediation of documentation exceptions.
• Uses independence of thought to solve complex problems and should be seen as an expert by others.
• Recommends and implements programs to solve complex issues, contributes to workflow or process change and redesign, and forms a strong understanding of the specific product or process
• Accountable for complex reporting and analysis requests
• Organizes, records, process, services the production of various activities of the team.
• Is fully proficient in duties and works under limited to no supervision
• Seen as a subject matter expert across the line of business and delivers subject-matter expertise
• Understanding various types of documentation and collateral surrounding various lines of business to include Business Banking, Middle Market and Agribusiness.
• Utilizes nCino and KVD as appropriate for transaction tracking.
• Works closely with multiple parties to achieve a well-coordinated and timely closing, funding and booking of the transaction.
• Monitors nCino Post Approval reporting to ensure deal has moved to correct stage to avoid delays in subsequent underwriting activities.
• Adheres to timeframes for all required training.

Differentiating Skills

• Proven excellent verbal/written communication and interpersonal skills
• Excellent judgement and decision-making skills, demonstrated leadership skills
• Strong analytical, research and problem resolution skills
• Comfortable navigating multiple computer systems and applications making connections and utilizing resources to draw conclusions, solve complex challenges
• Advanced knowledge of banking policies, procedures, government regulations
• Ability to perform complex scheduled and non-scheduled maintenance functions
• Excellent customer service skills and proven ability to handle most customer service inquires and diffuse difficult customer situations independently
• Ability to work with limited to no supervision in decision making
• Demonstrated ability to be a team player; fully contributing member of a high performing work team
• Fully embraces the high performing team concepts of empowerment, mutual success, and mutual accountability
• Good knowledge of loan accounting systems and demonstrated solid grasp of loan accounting principles
• Experience and understanding of legal documentation for role specific requirements ensuring conformity to credit approval and Key's policy and procedures, and/or to execute requirements per the terms of the documents.
• Demonstrated sound judgment and decision-making capabilities
• Demonstrated leadership skills -- sound judgment and fosters teamwork
• Thorough understanding of loan documentation as it applies to research and maintenance that contributes to system data integrity
• Proven ability to handle all monetary/ processing functions independently
• Proven ability to handle written communications effectively and independently
• Proven ability to handle all customer service inquires and diffuse difficult customer situations independently
• May train or assist in training new staff
• Empowered to bring other team members to success
• Proactive in identifying process improvements to continually improve customer service and satisfaction
• Demonstrate personal effectiveness including the ability to obtain results in a team environment
• Desire and demonstrated willingness to learn new functions
• Experience/demonstrated ability in at least three of the following:
• Ability to independently perform complex research activities to a successful conclusion
• Ability to perform regular/irregular monetary processing functions independently
• Proven ability to comprehend and perform most complex loan maintenance independently
• Ability to identify and recommend process improvements

Required Qualifications:

• 2-year College Degree or equivalent commercial loan experience
• Minimum two years related job experience; preferable in banking
• Strong aptitude for analysis, systems and mathematics
• Strong solution-oriented and problem-solving skills; detail-oriented
• Strong planning and organizational skills
• Proven ability to prioritize and handle multiple tasks in a high-volume environment
• Demonstrated decision-making ability
• Excellent inter-personal skills; demonstrated strong written and verbal communication skills
• PC proficiency including familiarity with Microsoft Excel and Word, PowerPoint and OneNote

Preferred Qualifications:

• Familiarity with commercial loan systems, including CLS, Hogan, CMOD, Automated Posting Application (APA), KeyView Deluxe (KVD), LoanIQ

LEAD SERVICE OFFICER

Job Brief:

Responsible for either closing or servicing moderate to highly complex commercial loans, both real estate and non-real estate secured, syndicated, or non-syndicated in accordance with credit approval, risk management and loan documentation. This process includes loan servicing system input, balancing and related research. Other primary duties include analyzing business needs, translating them into business and/or technical requirements, collaborating with stakeholders across the organization to deliver effective solutions. You will play a crucial role in bridging the gap between servicing teams, client facing line of business teams and technology teams to ensure projects are aligned with strategic goals and delivered timely and efficiently. You will be responsible for creation and maintenance of detailed documentation, including user stories, use cases, process flows, data flow diagrams, and system specifications. The incumbent is responsible for performance of special instructions and follow up for accurate and timely completion of transactions ensuring compliance with established policies, procedures, and service level agreements. The incumbent will participate in and lead special projects as needed, participate as a team member dedicated to supporting the growth and servicing of the portfolio, providing the highest quality of customer service and satisfaction for internal and external customers alike.

Under limited supervision, the Lead Service Officer (LSO) is primarily focused on execution of complex processing, data preparation/analysis, operational and/or administrative work following defined and sometimes undefined procedures. The LSO is responsible for following established guidelines to identify and resolve problems, manage projects and a queue of escalating issues as needed, and contributing to workflow or process change and redesign. Individuals in this position should form a strong understanding of systems, data analytics, forecasting, process improvements and standardization.

Job Responsibilities:

• Working knowledge of business requirements of clients and loan related transactions and other related applicable products in a high-volume environment; provides expertise to others.
• Identify, analyze, and balance gray areas of risks/exceptions, provide solutions and/or elevate to obtain appropriate approvals as necessary, and communicates issues to management and/or LOB as needed; understands the importance of balancing service and risk.
• Intermediate to expert understanding of role specific systems utilized which requires strong data integrity and attention to detail.
• All pre- or post-closing services for assigned portfolio of moderate to highly complex loan structures.
• Proactively drive the process through collaboration, communication, and a focus on client centricity with all parties; work seamlessly with the LOB, other internal partners, third parties, bank groups/syndications, etc.
• Independently manage assigned work with limited oversight from manager; offer assistance to others as time permits.
• Assist or lead projects and initiatives (e.g. enhance commercial lending platform, support control environment) and offers suggestions to support a continuous improvement mindset.
• Initiates and is accountable for fiduciary responsibilities for various monetary transactions and general ledger accounting including advances, payments, closing fees.

Essential Job Functions:

• Delivers distinctive personalized service to external and internal clients; participates in client meetings and sales team meetings when appropriate.
• Works in tandem with the RM and Borrower to take ownership of proper tracking and/or remediation of documentation exceptions.
• Uses independence of thought to solve complex problems and should be seen as an expert by others.
• Recommends and implements programs to solve complex issues, contributes to workflow or process change and redesign, and forms a strong understanding of the specific product or process
• Accountable for complex reporting and analysis requests
• Organizes, records, process, services the production of various activities of the team.
• Is fully proficient in duties and works under limited to no supervision
• Seen as a subject matter expert across the line of business and delivers subject-matter expertise
• Understanding various types of documentation and collateral surrounding various lines of business to include Business Banking, Middle Market and Agribusiness.
• Utilizes nCino and KVD as appropriate for transaction tracking.
• Works closely with multiple parties to achieve a well-coordinated and timely closing, funding and booking of the transaction.
• Monitors nCino Post Approval reporting to ensure deal has moved to correct stage to avoid delays in subsequent underwriting activities.
• Adheres to timeframes for all required training.

Differentiating Skills

• Proven excellent verbal/written communication and interpersonal skills
• Excellent judgement and decision-making skills, demonstrated leadership skills
• Strong analytical, research and problem resolution skills
• Comfortable navigating multiple computer systems and applications making connections and utilizing resources to draw conclusions, solve complex challenges
• Advanced knowledge of banking policies, procedures, government regulations
• Ability to perform complex scheduled and non-scheduled maintenance functions
• Excellent customer service skills and proven ability to handle most customer service inquires and diffuse difficult customer situations independently
• Ability to work with limited to no supervision in decision making
• Demonstrated ability to be a team player; fully contributing member of a high performing work team
• Fully embraces the high performing team concepts of empowerment, mutual success, and mutual accountability
• Good knowledge of loan accounting systems and demonstrated solid grasp of loan accounting principles
• Experience and understanding of legal documentation for role specific requirements ensuring conformity to credit approval and Key's policy and procedures, and/or to execute requirements per the terms of the documents.
• Demonstrated sound judgment and decision-making capabilities
• Demonstrated leadership skills -- sound judgment and fosters teamwork
• Thorough understanding of loan documentation as it applies to research and maintenance that contributes to system data integrity
• Proven ability to handle all monetary/ processing functions independently
• Proven ability to handle written communications effectively and independently
• Proven ability to handle all customer service inquires and diffuse difficult customer situations independently
• May train or assist in training new staff
• Empowered to bring other team members to success
• Proactive in identifying process improvements to continually improve customer service and satisfaction
• Demonstrate personal effectiveness including the ability to obtain results in a team environment
• Desire and demonstrated willingness to learn new functions
• Experience/demonstrated ability in at least three of the following:
• Ability to independently perform complex research activities to a successful conclusion
• Ability to perform regular/irregular monetary processing functions independently
• Proven ability to comprehend and perform most complex loan maintenance independently
• Ability to identify and recommend process improvements

Required Qualifications:

• 4-year College Degree or equivalent commercial loan experience
• Minimum two years related job experience; preferable in banking
• Strong aptitude for analysis, systems and mathematics
• Strong solution-oriented and problem-solving skills; detail-oriented
• Strong planning and organizational skills
• Proven ability to prioritize and handle multiple tasks in a high-volume environment
• Demonstrated decision-making ability
• Excellent inter-personal skills; demonstrated strong written and verbal communication skills
• PC proficiency including familiarity with Microsoft Excel and Word, PowerPoint and OneNote

Preferred Qualifications:

• Familiarity with commercial loan systems, including CLS, Hogan, CMOD, Automated Posting Application (APA), KeyView Deluxe (KVD), LoanIQ

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.

COMPENSATION AND BENEFITS

Service Officer:

This position is eligible to earn a base salary in the range of $55,000 to $65,000 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.

Lead Service Officer:

This position is eligible to earn a base salary in the range of $65,000 to $75,000 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.

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

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.