Lead Service Officer (NOORE - Non-Owner Occupied Real Estate)

KeyBank • Amherst, NY

4d • Hybrid

About The Position

The Lead Service Officer is responsible for servicing an assigned portfolio of non-owner occupied loans originating from small business, business banking, middle market, and Key Private Banking. This role involves independently managing forecasting reports and day-to-day requests from internal partners or external clients, while strictly adhering to internal compliance procedures, credit approval, risk management, and documentation standards. The Lead Service Officer is expected to provide superior client service and expertise in loan administration, managing multiple projects of varying complexity, and working with multiple loan servicing systems and interface applications. The position also entails supporting client service functions, managing all post-closing services for complex loans, assisting with monitoring requirements, financial and collateral transactions, and maintaining data integrity.

Requirements

• Bachelor's Degree or equivalent real estate business experience
• 2+ years of related loan servicing or closing experience, preferably in banking
• Industry knowledge of commercial lending including commitment/loan structures, title/liens, documentation, and practices for non-owner occupied loan servicing
• Demonstrated confidence speaking with established bank customers, internal and external lending partners
• Familiarity with Commercial Loan Systems and Deposit Systems
• PC proficiency including familiarity with Microsoft Excel and Word
• Detail Orientation: Demonstrates accuracy and thoroughness in work by carefully reviewing information, identifying errors or inconsistencies, and ensuring completeness and quality of outputs.
• Financial & Analytical Aptitude: Applies financial, mathematical, and systems knowledge to analyze data, evaluate information, and support sound business decisions.
• Workload Management: Effectively manages multiple tasks and priorities in a high‑volume environment while meeting deadlines and maintaining quality standards.
• Problem Solving: Identifies issues, evaluates options, and develops practical, solution‑oriented approaches to resolve challenges efficiently.
• Accountability: Takes ownership of commitments and outcomes, communicates openly and honestly, and learns from mistakes or setbacks to improve future performance.
• Business Acumen: Demonstrates knowledge of the financial services industry, Key’s competitive landscape, and business strategy; understands and applies risk management principles in day‑to‑day work.
• Client Focus: Commits to delivering high‑quality service to internal and external clients by actively listening, applying sound judgment, resolving issues within guidelines, and escalating appropriately when needed.
• Self and Team Development: Actively owns personal development, seeks opportunities to expand skills, and shares knowledge to support the growth and effectiveness of others.
• Drive for Results: Consistently delivers strong performance by maintaining focus, energy, and accountability to achieve goals within established timelines and parameters.
• Effective Collaboration: Works productively with others by engaging appropriate stakeholders, sharing information and best practices, leveraging team strengths, and listening respectfully to differing perspectives.
• Change Leadership: Adapts effectively to change by embracing new ways of working, making timely decisions with available information, and applying a continuous improvement mindset while understanding escalation boundaries.
• Managerial Courage: Communicates candidly and constructively, addresses conflict directly, welcomes feedback, and uses feedback to improve personal effectiveness.
• Vision and Purpose Alignment: Understands how individual responsibilities support departmental and organizational goals, demonstrates commitment to business outcomes, and prioritizes work accordingly.

Nice To Haves

• Previous commercial real estate secured loan experience

Responsibilities

• Responsible for supporting client service functions required by credit, internal partners and at the request of borrowers.
• Responsible for all post-closing services for assigned portfolio of moderate to high complexity loans.
• Proven ability to prioritize and handle multiple tasks in a high-volume environment.
• Assists partners in standard and custom monitoring requirements including title/tax update, insurance, requirements.
• Assists in financial and collateral transactions based on customer request or loan document provisions.
• Assist with rate, commitment, and collateral changes, loan payments, curtailments, tax and insurance escrows, flood zone monitoring requirements, and payoff requests.
• Maintains data integrity of system of record for modifications and amendments; general data information maintenance.
• Clearly and immediately communicates problems/issues to Manager and/or RM.
• Confidently lead and participate in partner calls.
• Partners with RMs to provide superior service to client base.
• Provides expertise to RMs on system requirements and project status.
• 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.
• Serves as primary contact for on-boarded clients through renewals and modifications.
• Active participation in projects as needed.
• Assists with the creation and annual review of departmental procedures.
• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice.
• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.

Benefits

• This position is eligible for incentive compensation which may include production, commission, and/or discretionary incentives. A list of other benefits is available via a provided link.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level