Service Officer (Commercial Lending)

KeyBank•Brooklyn, OH

3d•Hybrid

About The Position

This role provides a strong entry point into commercial and syndicated lending, combining hands‑on deal servicing with exposure to trading, asset‑based lending, and KeyBank systems. The Service Officer supports both direct and purchased deals, including managing work through the KeyView Deluxe (KVD) queue across multiple product types. The team plays a critical role in delivering high‑quality client service while partnering with agent banks, managing risk, and supporting funding and trading activities. The Service Officer is responsible for ensuring accurate servicing while maintaining compliance with bank policies, regulatory requirements, and internal controls in a fast‑paced, collaborative environment.

Requirements

1+ years’ experience working in lending operations and/or financial services or equivalent
Prior experience servicing commercial or consumer lending, commercial lending preferred
Demonstrated knowledge on commercial loan structures (preferred)
Queue & Workload Management: Effectively manages a high‑volume personal work queue, prioritizing tasks and maintaining accuracy during peak periods such as month‑end and quarter‑end.
Decision Making: Demonstrates sound judgment when making timely decisions in ambiguous situations, balancing confidence with an openness to course‑correct when needed.
Comfort with Ambiguity: Works effectively in evolving or unclear situations, learning on the job and remaining productive while processes, information, or guidance may be incomplete.
Analytical Thinking: Applies analytical skills to review information, identify root causes, and determine appropriate actions related to deal servicing and issue resolution.
Problem Solving: Recognizes, investigates, and resolves operational or process issues using structured thinking and practical solutions.
Risk Awareness: Understands the importance of risk management and applies controls, policies, and procedures appropriately to support compliance and minimize exposure.
Communication: Communicates clearly and professionally, both verbally and in writing, with internal partners and external banks that may have varying communication styles and expectations.
Collaboration: Works constructively with teammates, partners, and external institutions to support shared goals and resolve issues efficiently.
Adaptability: Adjusts effectively to changes in volume, priorities, business needs, or customer expectations while maintaining performance and accuracy.
Resilience: Maintains focus, energy, and persistence in a fast‑paced environment, particularly during high‑pressure periods, and learns from mistakes to continuously improve.
All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.

Nice To Haves

Associate or bachelor’s degree (preferred) or equivalent commercial lending experience

Responsibilities

Servicing responsibility for assigned syndicated “bought” portfolio (least complex deals), KeyBank direct deals (least complicated), trading portfolio (as applicable)
Responsible for assigned tasks from workflow queue - Entry Level understanding of Loan IQ and Stucky (as applicable) as well as business, Asset Based Lending (as applicable), Loan Trading (as applicable) including the financial and general ledger accounting entries
Reconcile Cash Collateral accounts in Hogan (as applicable)
Reconcile balances between Loan IQ and Stucky (as applicable)
Review trade documentation for Par Secondary and Primary loan Trading (including assignments, trade confirmations, funding memos and ancillary documentation) (as applicable)
Weekly balancing and reconcilement of trade activity (as applicable)
Report management
Proactively identifies and resolves risk management and client service issues, requiring interaction with agent bank and management; ensures appropriate balance between service and risk
Oversee and ensure funding requirements and requests are met
Ongoing maintenance; interact with agent banks and/or client for fundings, re-pricings, payments, disbursements and client requests
Support ongoing initiatives to enhance commercial lending platform and servicing structure
Offers suggestions to support a continuous improvement mindset
Adherence to timeframes for all required training
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.