Lead Service Officer (SBA) Remote Capable
Posted on: November 22, 2020
JOB BRIEF (PURPOSE)
Provides SBA Sale/Service support for SBA Loan Closings, problem
resolution and loan documentation. Committed to overall excellence
in helping clients and mitigating risk in all aspects of the client
relationship with SBA loans.
ESSENTIAL JOB FUNCTIONS
The role of the SBA LSO is to help support the SBA Relationship
Managers (RMs) by proactively reaching out to borrower for SBA loan
transactions assisting with client need identification/coordination
with SBA loan closings.
* Maintains an in-depth knowledge of SBA products and basic
knowledge of broader business banking products and services.
* Discusses the client with the SBA RMs to better understand the
borrower s needs.
* Supports SBA RMs with SBA loan documentation required for SBA
Closing, which includes all required documents, SBA equity
injections, loan closing, and construction draw and monitoring.
* Takes full ownership of the loan closing process working directly
with the borrower, external and internal partners.
* Takes full ownership to ensure unresolved documentation
exceptions from loan closing are tracked on the exception report
and clears documentation exceptions, working together with the
Senior Franchise reps and the borrower.
* Is primary contact with borrower s in loan closing process to
gather all required documents pertaining to the loan closing,
proactively drives the loan closing process
* Helps to service as one of the primary contacts partnering with
the SBA RMs to provide a high level of customer service and
* Works closely with multiple parties including outside counsel,
Key s Community Bank partners, support staff, SBA credit and
closing groups, the Community Bank Real Estate Team, borrowers,
borrower s counsel, Key s outside counsel, Title Company, escrow
officers or other lenders to achieve a well-coordinated and timely
* Participates or helps conduct SBA loan closing on behalf of the
SBA RM reps as requested.
* Ensures loan packages are complete to ensure that documents are
executed properly prior to sending in for booking.
* Funds loans once they are closed and completes advances
throughout the draw process, if applicable to the loan.
* Coordinates follow-up with internal partners and clients, as
appropriate, to ensure prompt and accurate completion/resolution of
issues from SBA Closing.
* Works to resolve SBA booked loan document exceptions, working
with SBA RM, BBRM and Clients to clear.
* Proactively identifies process improvements to continuously
deliver undeniable value to our clients
* Adheres to and supports Key s compliance culture
MARGINAL OR PERIPHERAL FUNCTIONS
Seeks solutions and efficiencies to the SBA processes, i.e. serving
on internal taskforces and partnership groups.
Participates on projects that impact SBA to provide expertise in
the daily process
Proactively identifies process improvements to continuously enhance
client service and documentation quality.
Associate Degree or equivalent work experience
Minimum 3-5 years related work experience.
Basic financial services knowledge
General knowledge of Banking products, services and, basic
Commercial Lending (ideally comprehensive)
Basic (Ideally comprehensive) knowledge of all SBA products and
Demonstrated experience with personal computer applications
Strong verbal and written communication skills
Ability to establish and strengthen effective working relationships
among team members and product and support partners
Excellent time management skills, able to manage and track details
for multiple clients and prioritize against daily
Excellent attention to details PREFERRED QUALIFICATIONS
Demonstrated knowledge of applicable technology including MS
Windows/Office Products (excel, word and PowerPoint, , Hogan,
Basic Knowledge and understanding of the SBA Standard Operating
Procedures (SOP) manual COMPETENCIES/SKILLS
Action Oriented: Enjoys working hard; is action oriented and full
of energy for the things he/she sees as challenging; not fearful of
acting with a minimum of planning; seizes more opportunities than
Approachability: Is easy to approach and talk to; spends extra
effort to put others at ease; can be warm, pleasant, and gracious;
is sensitive to and patient with the interpersonal anxieties of
others; builds rapport well; is a good listener; is an early
knower, getting informal and incomplete information in time to do
something about it.
Customer Focus: Is dedicated to meeting the expectations and
requirements of internal and external customers; gets first-hand
customer information and uses it for improvements in products and
services; acts with customers in mind; establishes and maintains
effective relationships with and gains their trust and respect.
Time Management: Uses his/her time effectively and efficiently;
values time; concentrates his/her efforts on the more important
priorities; gets more done in less time than others; can attend to
a broader range of activities.
Process Management: Good at figuring out the processes necessary to
get things done; knows how to organize people and activities;
understands how to separate and combine tasks into efficient work
flow; knows what to measure and how to measure it; can see
opportunities for synergy and integration where others can t; can
simplify complex processes; gets more out of fewer resources.
Learning on the Fly: Learns quickly when facing new problems; a
relentless and versatile learner; open to change; analyzes both
successes and failures for clues for improvement; experiments and
will try anything to find solutions; enjoys the challenge of
unfamiliar tasks; quickly grasps the essence and the underlying
structure of anything.
Organizing: Can marshal resources (people, funding, material,
support) to get things done; can orchestrate multiple activities at
once to accomplish a goal; uses resources effectively and
efficiently; arranges information and files in a useful manner.
Applicable equipment may include - Laptop computer including Word,
Excel, PowerPoint, . TRAINING REQUIRED
Laptop training specific to various programs.
Other SBA instruction based on individual s background (perhaps
NAGGL (National Association of Government Guaranty Lenders)
Please note that at this time the manager is open to considering
candidates located in WA or OR and the position will be remote
capable if located in those areas. Also candidate will typically
work west coast (pacific time zone) work hours. In the future,
occasional business travel may be needed.
KeyCorp is an Equal Opportunity and Affirmative Action Employer
Keywords: KeyCorp, Tacoma , Lead Service Officer (SBA) Remote Capable, Other , Tacoma, Washington
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