Operations Servicing Manager - Income Property Group

KeyBank•Brooklyn, OH

5d•$71,000 - $122,000•Hybrid

About The Position

Responsible for managing a team of professional staff servicing a portfolio consisting of a variety of products primarily for the Income Property Group Line of Business, supporting multiple production offices. Responsible for providing superior client service to both internal and external clients while maintaining risk management, compliance, bank policies and regulatory requirements as well as internal procedures and controls. Strong focus on continuous improvement and collaboration with closing manager and REC Sr. Manager. Client segment focus is local and regional private developers and some public companies. Independently manage all aspects of team management, and portfolio needs. Strength and experience also required for problem solving and loan system processing including loan boarding, maintenance, data integrity etc.

Requirements

4-year College Degree or equivalent work experience
Minimum 5 years supervisory/leadership experience preferred
Strong knowledge of bank operations, bank compliance, and have experience with servicing commercial real estate and syndication portfolio
Expert knowledge of commercial real estate including commitment/loan structures, title/liens, documentation, and industry practices
Familiarity with Commercial Loan Systems, Deposit Systems, and syndication systems such as Debt Domain and LoanIQ (preferred)
⁠Experience with and ability to independently manage the team’s portfolio of multi-bank loan participations and syndications
⁠Ability to handle multiple tasks in a high-volume environment including participating in and leading projects
⁠Demonstrate ability to negotiate and make decisions on non-standard loan structures, documentation, industry specific contracts, and title policy issues – achieving balance between client service and risk mitigation
PC proficiency including familiarity with Microsoft Excel and Word
Problem Solving Identifies issues, analyzes root causes, and develops effective solutions; includes mentoring and coaching others.
Leadership Guides, influences, and inspires others toward achieving goals; includes managerial courage and leading change.
Business Acumen Understands the financial services industry, competition, and how decisions impact strategy and profitability.
Analytical Thinking Applies systems thinking, data analysis, and mathematical reasoning to solve complex problems.
Communication Skills Demonstrates strong written and verbal communication; includes open, honest dialogue and active listening.
Accountability Takes ownership of actions, honors commitments, and learns from mistakes.
Client Focus Prioritizes client satisfaction, listens to feedback, and delivers appropriate solutions while balancing business needs.
Personal & Team Development Seeks growth opportunities, shares knowledge, and supports others' development to improve team performance.
Drive for Results Consistently meets or exceeds goals with energy, focus, and personal accountability.
Collaboration Works effectively with others by sharing information, involving stakeholders, and leveraging team strengths.
Change Management Adapts to new situations, embraces continuous improvement, and makes timely decisions under pressure.
Managerial Courage Provides candid, constructive feedback, handles conflict positively, and fosters cooperation.
Vision & Purpose Alignment Understands and aligns work with the department’s and organization’s vision to prioritize tasks and drive improvement.

Responsibilities

Daily supervision of a team of Servicing Officers including assignment of duties, pipeline tracking and responsible for hiring, training and development
Provides expertise to team, lending team and others to support staff and may engage in client meetings, review of credit approvals, loan documents, etc.
Proven ability to prioritize and handle multiple tasks in a high-volume environment
Provides backup for servicing for team members.
Analyzes the appropriateness of waiver requests, negotiates accommodations for exceptions, and uses judgment to determine acceptability of requirements
Assimilates and analyzes information necessary to establish moderate to high complexity loans and disbursement controls on bank systems, including borrowing base availability.
Identifies exceptions and obtains appropriate approvals as necessary
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 timely posting of transactions, on-boarding of new loans, processing modifications and amendments, and data information maintenance.
Clearly and immediately communicates problems/issues to Manager and/or RM
Forms alliance with RMs and lending team leadership to provide superior service to client base
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 including procedures, audits, training, initiatives
Delivers on successful outcomes of small and mid-size continuous improvement or technology driven projects.
Support ongoing initiatives to enhance commercial lending platform and servicing structure
Some travel will be required