Lead Service Officer, SBA Sales Support

KeyBank • Portland, OR

10d • $57,000 - $87,000 • 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 supports SBA Relationship Managers by proactively reaching out to borrowers, identifying and coordinating client needs, and helping mitigate risk throughout the client relationship. The LSO takes ownership of the loan closing process, working with borrowers and internal and external partners to gather and review documentation, coordinate closing and funding, complete applicable construction draws, and resolve post-closing documentation exceptions.

The position serves as a key borrower contact during loan closing and collaborates with Relationship Managers, credit and closing groups, attorneys, title companies, escrow officers, and other partners to achieve complete, accurate, and timely closings. It also contributes to SBA projects and process improvements, supports compliance, and helps deliver effective client service. The role is based in a hybrid work environment, with at least two days in the office. Qualified candidates must reside in the Pacific or Mountain time zone.

Requirements

• At least 3 years of related work experience, with basic financial services knowledge.
• General knowledge of banking products and services.
• Basic commercial lending knowledge; comprehensive knowledge is desirable.
• Basic knowledge of SBA products and services; comprehensive knowledge is desirable.
• Knowledge of applicable technology, including MS Windows and Office applications such as Excel, Word, and PowerPoint.
• Strong knowledge of SBA lending products, loan documentation, closing requirements, and servicing processes, and understanding of commercial and business banking products and services.
• Ability to provide effective service to clients and internal partners while balancing client needs, operational requirements, and risk considerations.
• Ability to manage SBA transactions through documentation, closing, funding, construction draws, and post-closing activities while meeting timelines and requirements.
• Demonstrated ownership, accountability, follow-through, and ability to resolve outstanding documentation requirements.
• Strong organizational and time-management skills, including the ability to manage multiple clients, transactions, deadlines, and competing priorities.
• Ability to build and maintain effective working relationships with Relationship Managers, clients, attorneys, title companies, and internal and external stakeholders.
• Strong verbal and written communication skills, including the ability to communicate requirements, coordinate activities, manage expectations, and escalate issues.
• Strong attention to detail and risk awareness, including the ability to review documentation for accuracy and support compliance with SBA, regulatory, and bank requirements.
• Strong problem-solving skills and ability to drive timely resolution of closing and servicing matters.
• Ability to adapt to changing priorities, identify process and service improvements, and contribute to projects.
• Associate or bachelor’s degree, or equivalent work experience.
• Ability to work in the Pacific or Mountain time zone.

Nice To Haves

• Associate or bachelor’s degree.
• Experience with banking tools such as Hogan and Salesforce.com.
• Basic knowledge and understanding of the SBA Standard Operating Procedures (SOP) manual.
• Comprehensive commercial lending knowledge.
• Comprehensive knowledge of SBA products and services.

Responsibilities

• Maintain in-depth knowledge of SBA products and basic knowledge of broader business banking products and services.
• Discuss borrower needs with SBA Relationship Managers and support them with SBA closing documentation, equity injections, loan closings, construction draws, and monitoring.
• Own the loan closing process and work directly with borrowers and internal and external partners.
• Track unresolved documentation exceptions from loan closing and coordinate their resolution with Senior Franchise representatives and borrowers.
• Serve as the primary borrower contact during the loan closing process, gather required documents, and proactively drive closing activities.
• Partner with SBA Relationship Managers to provide a high level of customer service and value.
• Coordinate with outside counsel, bank partners, support staff, SBA credit and closing groups, real estate teams, borrowers, attorneys, title companies, escrow officers, and other lenders to support timely closings.
• Participate in or help conduct SBA loan closings on behalf of 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 during construction draw processes when applicable.
• Coordinate follow-up with internal partners and clients to resolve issues from SBA closing promptly and accurately.
• Resolve booked-loan documentation exceptions with SBA Relationship Managers, business banking partners, and clients.
• Identify process improvements and pursue efficiencies in SBA processes, including participation in taskforces and partnership groups.
• Support Key’s compliance culture and participate in projects affecting SBA by contributing expertise in daily processes.
• Perform other duties as assigned and comply with KeyBank policies and procedures.

Benefits

• Eligible for incentive compensation, which may include production, commission, and/or discretionary incentives.
• Benefits for which the position is eligible are available through the employer’s benefits list.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree