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

Location: 1675 Broadway, Denver, Colorado Hybrid position: 2 days per week in office, remote as needed. Salary grade: may vary by level.

SERVICE OFFICER JOB DESCRIPTION

About the Job (Job Brief) Responsible for servicing an assigned portfolio of products primarily for the Community Development Lending and Investing Line of Business. Primary functions include non‑owner occupied/interim loan servicing, portfolio administration and related client services. Provide excellent communication with 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. Provide superior client service and expertise related to interim/permanent loans with the ability to juggle multiple projects and levels of complexity. Strength and experience required for problem solving, loan system processing, loan boarding, maintenance, and data integrity. Essential Job Functions Support client service functions required by credit and non‑credit products offered by the Real Estate Capital Division. Handle all post‑closing services for assigned portfolio of low complexity loan structures. Prioritize and handle multiple tasks in a high‑volume environment. Back up servicing for team members. Assist RM and Closer in pre‑closing process by reviewing loan documents, evaluating funding requirements for less complex value‑add/rehab loans and attending meetings. Establish and maintain servicing files including collateral release document preparation and monitoring, letter of credit issuance. Identify exceptions and obtain appropriate approvals as necessary. Initiate and analyze standard and custom monitoring requirements including title/tax update, insurance, holdbacks, and lease‑up requirements. Initiate financial and collateral transactions based on customer requests or loan document provisions. Analyze and facilitate rate, commitment, and collateral changes, loan payments, tax and insurance escrows, flood‑zone monitoring requirements, DDA/Cash management services, and payoff instructions. Maintain all aspects of DDA Restricted Collateral Accounts including account opening, disbursements, reconciliations, hold‑level maintenance and account closing. Maintain data integrity of system of record including posting of transactions, onboarding of new loans and collateral, processing modifications and amendments, and data information maintenance. Communicate problems/issues to Manager and/or RM immediately. Form alliances with RMs to provide superior service to client base including achievement of goals for cash management services and off balance sheet transitions. Provide expertise to RMs on system requirements and proactively identify and resolve issues affecting client service and risk management. Explain complex business requirements of clients and loan‑related transactions to others. Participate in projects as needed. Required Qualifications 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 Knowledgeable about the financial services industry and Key’s competition. Understanding of the value proposition of the business and how it contributes to Key’s business strategy. Application of Key’s risk management philosophy in day‑to‑day interactions. Client Focus Committed to excellent client service for internal and external clients while balancing organizational profitability. Actively listens to client feedback and delivers appropriate solutions. Applies judgment within established guidelines to resolve client issues and escalates issues to manager when appropriate. Develop Self, Staff & Others Own personal development plan and seek opportunities to further develop skill set. Share knowledge to help others develop and improve team performance. Drive for Results Consistently a solid performer, bottom line oriented, and steadfastly pushes self and others for results. Demonstrates personal accountability for achieving results within timelines and budget parameters. Approaches work with energy, drive and focus. Effective Collaboration Identifies and involves relevant stakeholders to maximize results. Shares information, knowledge, best practices, and ideas with teammates. Leverages opportunities and capabilities across the team to accomplish goals. Attentive, active listener who can accurately restate others’ opinions even when disagreeing. Lead Change Adapts to change and embraces new ways with an adaptable, continuous improvement mindset. Make quality decisions in a timely manner, even with incomplete information and tight deadlines. Escalates decisions appropriately when necessary. Managerial Courage Expresses views and delivers candid constructive feedback with a positive tone. Welcomes constructive feedback and strives to improve personal effectiveness. Engages in conflict constructively, fostering cooperation with minimal noise. Manage Vision and Purpose Demonstrates passion for improving business results. Understands role within departmental and organizational vision. Applies understanding of the department’s vision to prioritize work.

LEAD SERVICE OFFICER JOB DESCRIPTION

About the Job (Job Brief) Responsible for servicing an assigned portfolio of products primarily for the Community Development Lending and Investing Line of Business. Primary functions are for non‑owner‑occupied construction/interim loan servicing, portfolio administration and related client services. Provide excellent communication with 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 Support client service functions required by credit and non‑credit products offered by the Real Estate Capital Division. Handle all post‑closing services for assigned portfolio of moderate to high complexity loans including single bank and multi‑bank participations/syndications. Prioritize and handle multiple tasks in a high‑volume environment. Back up all aspects of servicing for team members. Assist RM and CLO in pre‑closing process by reviewing loan documents and attending meetings. Establish and maintain draw files including collateral release document preparation and monitoring, tenant rent roll verification, letter of credit issuance. Identify exceptions and obtain appropriate approvals as necessary. Initiate and analyze standard and custom monitoring requirements including title/tax update, insurance, holdbacks and lease‑up requirements. Initiate financial and collateral transactions based on customer requests or loan document provisions. Analyze and facilitate rate, commitment, and collateral changes, loan payments, tax and insurance escrow, flood‑zone monitoring requirements, quarterly loan reviews, DDA/Cash management services, and payoff instructions. Maintain all aspects of DDA Restricted Collateral Accounts including account opening, disbursements, reconciliations, hold‑level maintenance and account closing. Maintain data integrity of system of record including posting of transactions, onboarding of new loans and collateral, processing modifications and amendments, and data information maintenance. Communicate problems/issues to Manager and/or RM immediately. Form alliances with RMs to provide superior service to client base including achievement of goals for cash management services and off balance sheet transitions. Provide expertise to RMs on system requirements and project status; proactively identify and resolve issues affecting client service and risk management. Explain complex business requirements of clients and loan‑related transactions to others. Participate and lead projects as needed. Required Qualifications 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 Knowledgeable about the financial services industry and Key’s competition. Understanding of the value proposition of the business and its contribution to Key’s business strategy. Application of Key’s risk management philosophy in day‑to‑day interactions. Client Focus Committed to excellent client service for internal and external clients while balancing organizational profitability. Actively listens to client feedback and delivers appropriate solutions. Applies judgment within established guidelines to resolve client issues and escalates issues to manager when appropriate. Develop Self, Staff & Others Own personal development plan and seek opportunities to further develop skill set. Share knowledge to help others develop and improve team performance. Drive for Results Consistently a solid performer, bottom line oriented, and steadfastly pushes self and others for results. Demonstrates personal accountability for achieving results within timelines and budget parameters. Approaches work with energy, drive and focus. Effective Collaboration Identifies and involves relevant stakeholders to maximize results. Shares information, knowledge, best practices, and ideas with teammates. Leverages opportunities and capabilities across the team to accomplish goals. Attentive, active listener who can accurately restate others’ opinions even when disagreeing. Lead Change Adapts to change and embraces new ways with an adaptable continuous improvement mindset. Make quality decisions in a timely manner, even with incomplete information and tight deadlines. Escalates decisions appropriately when necessary. Managerial Courage Expresses views and delivers candid constructive feedback with a positive tone. Welcomes constructive feedback and strives to improve personal effectiveness. Engages in conflict constructively, fostering cooperation with minimal noise. Manage Vision and Purpose Demonstrates passion for improving business results. Understands role within departmental and organizational vision. Applies understanding of the department’s vision to 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, face‑to‑face or phone communication with teammates and clients, frequent use of PC/laptop, occasional lifting or pushing of backpacks or computer bags up to 10 lbs.

COMPENSATION AND BENEFITS

Service Officer: eligible for a base salary in the range of $48,000 to $72,000 annually. Compensation may also include incentive awards such as production commissions or discretionary incentives. Lead Service Officer: eligible for a base salary in the range of $50,000 to $75,000 annually. Compensation may include short‑term and deferred incentive compensation subject to individual and company performance. Benefit information is available on the company website. Key has implemented an approach to employee workspaces that prioritizes in‑office presence while providing flexible options for mobile environments. KeyCorp is an Equal Opportunity Employer committed to an inclusive culture. All qualified applicants receive consideration regardless of protected characteristics. Individuals with disabilities or disabled veterans who cannot apply on this site may request accommodations by emailing View email address on click.appcast.io. #J-18808-Ljbffr KeyBank