Service Officer or Lead Service Officer (Community Development Lending and Investing Post Closing)

Location:

1675 Broadway, Denver Colorado

Qualified candidate must be able to report to one of the offices listed 2 times per week and as needed. This is a hybrid position.

This position may be filled at different salary grade levels depending on requirements.

SERVICE OFFICER JOB DESCRIPTION:

About the Job (Job Brief):

Responsible for servicing assigned portfolio consisting of a variety of products primarily for the Community Development Lending and Investing Line of Business. Primary servicing functions are for non-owner occupied /interim loan servicing, portfolio administration and related client services. Provide excellent communication with the lending staff and partners supported by the IPG/CDLI/IRE/HC teams.  Client segment focus is local, regional and national developers utilizing a combination of low-income housing tax credits (LIHTC) historic tax credits (HTS), new market tax credits (NMTC) and tax-exempt bond financing for commercial, residential and multifamily transactions.  Independently manage all pre-closing, pre-boarding review of documents and risk management. Responsible for providing superior client service and expertise to both internal and external clients related to a portfolio of interim/permanent loans with ability to juggle multiple projects and levels of complexity. Strength and experience also required for problem solving and loan system processing including loan boarding, maintenance, data integrity etc.

Essential Job Functions:

• Responsible for supporting client service functions required by credit and non-credit products offered by the Real Estate Capital Division
• Responsible for all post-closing services for assigned portfolio of low complexity loan structures.   
• Proven ability to prioritize and handle multiple tasks in a high-volume environment
• Provides backup for servicing for team members.
• Active involvement and assist RM and Closer in pre-closing process by review of loan documents, evaluation of funding requirements for less complex value add/rehab loans and attending meetings
• Establishes and maintains servicing files including collateral release document preparation and monitoring, letter of credit issuance
• Identifies exceptions and obtains appropriate approvals as necessary
• Initiates and analyzes standard and custom monitoring requirements including title/tax update, insurance, , holdbacks, and lease-up requirements
• Initiates financial and collateral transactions based on customer request or loan document provisions
• 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 posting of transactions, on-boarding of new loans and collateral, processing modifications and amendments, and data information maintenance.
• Clearly and immediately communicates problems/issues to Manager and/or RM
• Forms alliance with RMs to provide superior service to client base including achievement of goals for cash management services and off balance sheet transitions.
• 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

Required Qualifications: (License, Certificates, Education, Skills, etc.)

• 4-year College Degree or equivalent real estate business experience
• Strong solution-oriented and problem solving skills
• Detail-oriented
• Aptitude for analysis, systems and mathematics
• Strong written and verbal communication skills
• Ability to handle multiple tasks in a high volume environment
• PC proficiency including familiarity with Microsoft Excel and Word

Preferred Qualifications:

• Knowledge of commercial real estate including commitment/loan structures, title/liens, documentation, and industry practices for collateral release
• Familiarity with multi-bank loan participations and syndications
• Familiarity with Commercial Loan Systems and Deposit Systems

COMPETENCIES

Accountability

• Keeps promises and honors commitments.
• Accepts responsibility for mistakes and failures and learns from them.
• Demonstrates open, honest communication.

Business Acumen

• Be knowledgeable about the financial services industry and Key’s competition.
• Understand the value proposition of the business and how it contributes to Key’s business strategy.
• Understand and apply Key’s risk management philosophy in day-to-day interactions.

Client Focus

• Understands the value of excellent client service and demonstrates commitment to client satisfaction for internal and external clients while balancing organizational profitability.
• Actively listens to internal/external client feedback and delivers appropriate solutions.
• Applies judgment within established guidelines to resolve client issues and needs and escalates issues to manager when appropriate.

Develop Self, Staff & Others

• Take ownership of your personal development plan and seek opportunities to further develop your skill set.
• Proactively share your knowledge to help others develop and to improve the performance of the team.

Drive for Results

• Can be counted on to exceed goals successfully; is consistently a solid performer, is very bottom line oriented; steadfastly pushes self and others for results.
• Demonstrates personal accountability for achieving results within established timelines and budget parameters.
• Pursues work with energy, drive and focus.

Effective Collaboration

• Identifies and involves the right stakeholders to make decisions and maximize results.
• Readily shares information, knowledge, best practices, and ideas with teammates.
• Leverages opportunities and capabilities across the team to accomplish goals.
• Attentive and active listener; has the patience to hear people out; can accurately restate the opinion of others even when he/she disagrees.

Lead Change

• Effectively navigate and embrace change; exhibit an openness of new ways of doing things and an adaptable, continuous improvement mindset.
• Make quality decisions in a timely manner; sometimes with incomplete or ambiguous information and under tight deadlines/pressure. 
• Understand the boundaries of your decision making and escalate decisions appropriately.

Managerial Courage

• Openly expresses views and delivers candid and constructive feedback with a positive mindset to teammates and manager.
• Welcomes constructive feedback and strives to improve personal effectiveness based upon feedback.
• Steps up to conflict and views it as an opportunity; finds common ground and fosters cooperation with minimum noise.

Manage Vision and Purpose

• Demonstrate passion for improving business results.
• Understand how your role fits into the vision of the department and the organization.
• Apply an understanding of the department’s vision and purpose to your prioritize work.

LEAD SERVICE OFFICER JOB DESCRIPTION:

About the Job (Job Brief)

Responsible for servicing assigned portfolio consisting of a variety of products primarily for the Community Development Lending and Investing Line of Business. Primary servicing functions are for non-owner-occupied construction/interim loan servicing, portfolio administration and related client services. Provide excellent communication with the lending staff and partners supported by the IPG/CDLI/IRE/HC teams. Client segment focus is local, regional and national developers utilizing a combination of low income housing tax credits (LIHTC) historic tax credits (HTS), new market tax credits (NMTC) and tax-exempt bond financing for commercial, residential and multifamily transactions.  Independently manage all pre-closing, pre-boarding review of documents and due diligence. Responsible for providing superior client service and expertise related to loan administration with ability to juggle multiple projects and levels of complexity. Strength and experience also required for loan system processing, problem solving and data integrity.

Essential Job Functions:

• Responsible for supporting client service functions required by credit and non-credit products offered by the Real Estate Capital Division
• Responsible for all post-closing services for assigned portfolio of moderate to high complexity loans including single bank and leading to multi bank participations/syndications, less complex and leading to complex loan structures. 
• Proven ability to prioritize and handle multiple tasks in a high volume environment
• Provides backup for all aspects of servicing for team members.
• Provides expertise and assists RM and CLO in pre-closing process by review loan documents, and attending meetings
• Establishes and maintains draw files including collateral release document preparation and monitoring, tenant rent roll verification, letter of credit issuance
• Identifies exceptions and obtains appropriate approvals as necessary
• Initiates and analyzes standard and custom monitoring requirements including title/tax update, insurance, holdbacks, and lease-up requirements
• Initiates financial and collateral transactions based on customer request or loan document provisions
• Analyzes and facilitates rate, commitment, and collateral changes, loan payments, tax and insurance escrows, flood zone monitoring requirements, quarterly loan reviews, 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 posting of transactions, on-boarding of new loans and collateral, processing modifications and amendments, and data information maintenance.
• Clearly and immediately communicates problems/issues to Manager and/or RM
• Forms alliance with RMs to provide superior service to client base including achievement of goals for cash management services and off balance sheet transitions.
• 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
• Active participation in and leading of projects as needed

Required Qualifications: (License, Certificates, Education, Skills, etc.)

• 4-year College Degree or equivalent real estate business experience
• Strong knowledge of construction and financing including commitment/loan structures, title/liens, documentation, and industry practices for draw processing and releases
• Strong solution-oriented and problem solving skills
• Familiarity with multi-bank loan participations and syndications
• Detail-oriented
• Aptitude for analysis, systems and mathematics
• Strong written and verbal communication skills
• Ability to handle multiple tasks in a high volume environment
• Familiarity with Commercial Loan Systems and Deposit Systems
• PC proficiency including familiarity with Microsoft Excel and Word

Preferred Qualifications:

• Knowledge of commercial real estate including commitment/loan structures, title/liens, documentation, and industry practices for collateral release
• Familiarity with multi-bank loan participations and syndications
• Familiarity with Commercial Loan Systems and Deposit Systems

COMPETENCIES

Accountability

• Keeps promises and honors commitments.
• Accepts responsibility for mistakes and failures and learns from them.
• Demonstrates open, honest communication.

Business Acumen

• Be knowledgeable about the financial services industry and Key’s competition.
• Understand the value proposition of the business and how it contributes to Key’s business strategy.
• Understand and apply Key’s risk management philosophy in day-to-day interactions.

Client Focus

• Understands the value of excellent client service and demonstrates commitment to client satisfaction for internal and external clients while balancing organizational profitability.
• Actively listens to internal/external client feedback and delivers appropriate solutions.
• Applies judgment within established guidelines to resolve client issues and needs and escalates issues to manager when appropriate.

Develop Self, Staff & Others

• Take ownership of your personal development plan and seek opportunities to further develop your skill set.
• Proactively share your knowledge to help others develop and to improve the performance of the team.

Drive for Results

• Can be counted on to exceed goals successfully; is consistently a solid performer, is very bottom line oriented; steadfastly pushes self and others for results.
• Demonstrates personal accountability for achieving results within established timelines and budget parameters.
• Pursues work with energy, drive and focus.

Effective Collaboration

• Identifies and involves the right stakeholders to make decisions and maximize results.
• Readily shares information, knowledge, best practices, and ideas with teammates.
• Leverages opportunities and capabilities across the team to accomplish goals.
• Attentive and active listener; has the patience to hear people out; can accurately restate the opinion of others even when he/she disagrees.

Lead Change

• Effectively navigate and embrace change; exhibit an openness of new ways of doing things and an adaptable, continuous improvement mindset.
• Make quality decisions in a timely manner; sometimes with incomplete or ambiguous information and under tight deadlines/pressure. 
• Understand the boundaries of your decision making and escalate decisions appropriately.

Managerial Courage

• Openly expresses views and delivers candid and constructive feedback with a positive mindset to teammates and manager.
• Welcomes constructive feedback and strives to improve personal effectiveness based upon feedback.
• Steps up to conflict and views it as an opportunity; finds common ground and fosters cooperation with minimum noise.

Manage Vision and Purpose

• Demonstrate passion for improving business results.
• Understand how your role fits into the vision of the department and the organization.
• Apply an understanding of the department’s vision and purpose to your prioritize work.

Core Competencies

• All KeyBank employees are expected to demonstrate Key’s Values and sustain proficiency in identified Leadership Competencies.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $48,000.00 - $72,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

The above compensation is for the Service Officer level role.

The Lead Service Officer position is eligible to earn a base salary in the range of $50,000.00 to $75,000.00 annually depending on job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance. Please click here for a list of benefits for which this position is eligible.

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Job Posting Expiration Date: 08/07/2026

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.

 

 

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