Lead Service Officer, SBA Sales Support

KeyBank•Portland, OR

8d•Hybrid

About The Position

The Lead Service Officer (LSO) provides SBA sales and service support for SBA loan closings, problem resolution, and loan documentation. The role helps SBA Relationship Managers (RMs) by proactively contacting borrowers, identifying and coordinating client needs, and supporting successful SBA loan transactions. The LSO takes ownership of the loan closing process, documentation requirements, funding, construction draws when applicable, and resolution of post-closing documentation exceptions while balancing client service and risk considerations. The LSO serves as a primary contact for borrowers during closing and coordinates with internal and external partners, including SBA RMs, credit and closing groups, attorneys, title companies, escrow officers, lenders, and Community Bank teams. The position also contributes to SBA projects and process improvements, supports KeyBank’s compliance culture, and follows all company policies and procedures. The position is hybrid, with at least two days in the office. The qualified candidate must reside in the Pacific or Mountain time zone to support West Coast business needs. The role is based at 1211 SW Fifth Avenue, Portland, Oregon. The annual base salary range is $57,000–$87,000, with eligibility for incentive compensation that may include production, commission, and/or discretionary incentives. Placement within the range depends on factors such as skills, experience, and geographic location. A benefits list is referenced in the posting but individual benefits are not specified.

Requirements

At least 3 years of related work experience and basic financial services knowledge.
General knowledge of banking products and services.
Basic commercial lending knowledge; comprehensive knowledge is ideal.
Basic knowledge of SBA products and services; comprehensive knowledge is ideal.
Strong knowledge of SBA lending products, loan documentation, closing requirements, and servicing processes.
Ability to manage SBA transactions through documentation, closing, funding, construction draws, and post-closing activities while meeting timelines and requirements.
Ability to provide strong service to clients and internal partners while balancing client needs, operational requirements, and risk considerations.
Ability to take ownership, proactively drive transactions to completion, follow through on commitments, and resolve documentation requirements.
Strong organizational and time-management skills, including the ability to manage multiple clients, transactions, deadlines, and competing priorities in a high-volume environment.
Ability to build and maintain effective working relationships with Relationship Managers, clients, credit and closing partners, attorneys, title companies, and other stakeholders.
Strong verbal and written communication skills for explaining requirements, coordinating activities, managing expectations, and escalating issues.
Strong attention to detail and risk awareness, including reviewing documentation for completeness and accuracy, identifying exceptions, and supporting compliance with SBA, regulatory, and bank requirements.
Strong problem-solving skills and ability to engage stakeholders to resolve loan closing and servicing matters.
Ability to adapt to changing priorities, identify process improvements, and contribute to projects and improvement initiatives.
Demonstrated knowledge of applicable technology, including MS Windows and Office applications such as Excel, Word, and PowerPoint.
Qualified candidates must reside in the Pacific or Mountain time zone.
Ability to perform general office work involving prolonged sitting, face-to-face or telephone communication, frequent PC or laptop use, and occasional lifting, pushing, or pulling of bags weighing up to 10 pounds.

Nice To Haves

Associate or bachelor’s degree, or equivalent work experience; the degree is preferred.
Experience with banking tools such as Hogan and Salesforce.com.
Basic knowledge and understanding of the SBA Standard Operating Procedures manual.

Responsibilities

Maintain in-depth knowledge of SBA products and basic knowledge of broader business banking products and services.
Discuss borrowers’ needs with SBA Relationship Managers and support the required SBA loan-closing documentation, including equity injections, closings, construction draws, and monitoring.
Own the loan-closing process, working directly with borrowers and internal and external partners.
Track and clear unresolved documentation exceptions from loan closings, coordinating with Senior Franchise representatives and borrowers.
Serve as a primary borrower contact during the closing process, gather required documentation, and proactively drive closings forward.
Partner with SBA Relationship Managers to deliver a high level of customer service and value.
Coordinate with outside counsel, Community Bank partners, support staff, SBA credit and closing groups, the Community Bank Real Estate Team, borrowers and their counsel, title companies, escrow officers, and other lenders to achieve timely, well-coordinated closings.
Participate in or help conduct SBA loan closings on behalf of SBA Relationship Manager representatives as requested.
Ensure loan packages are complete and documents are properly executed before submission for booking.
Fund loans after closing and complete advances throughout the draw process when applicable.
Coordinate follow-up with internal partners and clients to ensure prompt, accurate resolution of post-closing issues.
Resolve documentation exceptions on booked SBA loans with SBA Relationship Managers, BBRMs, and clients.
Identify process improvements that enhance client service, value, and documentation quality.
Support Key’s compliance culture and seek SBA process efficiencies, including through internal taskforces and partnership groups.
Participate in projects affecting SBA and provide expertise on daily processes.
Perform other assigned duties and comply with KeyBank policies and procedures, including professional and ethical conduct, avoiding conflicts of interest, and acting in the best interests of Key and its clients.