Lead Service Officer (NOORE - Non-Owner Occupied Real Estate)

Lead Service Officer

Location: 4224 Ridge Lea Road, Amherst New York

The Lead Service Officer will be responsible for servicing assigned portfolio consisting of a non-owner occupied loans originating from small business, business banking, middle market and Key Private Banking. Independently manage forecasting reports and the day-to-day requests associated with an assigned portfolio, which may come from internal partners or external clients. Strict adherence to internal compliance procedures, credit approval, risk management and documentation standards according to internal closing procedures and controls. Responsible for providing superior client service and expertise related to loan administration with ability to juggle multiple projects and levels of complexity. Working with multiple loan servicing systems and interface applications.

Essential Functions

• Responsible for supporting client service functions required by credit, internal partners and at the request of borrowers.
• Responsible for all post-closing services for assigned portfolio of moderate to high complexity loans
• Proven ability to prioritize and handle multiple tasks in a high-volume environment
• Assists partners in standard and custom monitoring requirements including title/tax update, insurance, requirements
• Assists in financial and collateral transactions based on customer request or loan document provisions
• Assist with rate, commitment, and collateral changes, loan payments, curtailments, tax and insurance escrows, flood zone monitoring requirements, and payoff requests.
• Maintains data integrity of system of record for modifications and amendments; general data information maintenance.
• Clearly and immediately communicates problems/issues to Manager and/or RM
• Confidently lead and participate in partner calls
• Partners with RMs to provide superior service to client base
• 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
• Serves as primary contact for on-boarded clients through renewals and modifications
• Active participation in projects as needed
• Assists with the creation and annual review of departmental procedures
• 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.

Education

• Bachelor's Degree or equivalent real estate business experience

Work Experience

• 2+ years of related loan servicing or closing experience, preferably in banking (required)
• Previous commercial real estate secured loan experience (preferred)
• Industry knowledge of commercial lending including commitment/loan structures, title/liens, documentation, and practices for non-owner occupied loan servicing
• Demonstrated confidence speaking with established bank customers, internal and external lending partners
• Familiarity with Commercial Loan Systems and Deposit Systems
• PC proficiency including familiarity with Microsoft Excel and Word

Skills

• Detail Orientation: Demonstrates accuracy and thoroughness in work by carefully reviewing information, identifying errors or inconsistencies, and ensuring completeness and quality of outputs.
• Financial & Analytical Aptitude: Applies financial, mathematical, and systems knowledge to analyze data, evaluate information, and support sound business decisions.
• Workload Management: Effectively manages multiple tasks and priorities in a high‑volume environment while meeting deadlines and maintaining quality standards.
• Problem Solving: Identifies issues, evaluates options, and develops practical, solution‑oriented approaches to resolve challenges efficiently.
• Accountability: Takes ownership of commitments and outcomes, communicates openly and honestly, and learns from mistakes or setbacks to improve future performance.
• Business Acumen: Demonstrates knowledge of the financial services industry, Key's competitive landscape, and business strategy; understands and applies risk management principles in day‑to‑day work.
• Client Focus: Commits to delivering high‑quality service to internal and external clients by actively listening, applying sound judgment, resolving issues within guidelines, and escalating appropriately when needed.
• Self and Team Development: Actively owns personal development, seeks opportunities to expand skills, and shares knowledge to support the growth and effectiveness of others.
• Drive for Results: Consistently delivers strong performance by maintaining focus, energy, and accountability to achieve goals within established timelines and parameters.
• Effective Collaboration: Works productively with others by engaging appropriate stakeholders, sharing information and best practices, leveraging team strengths, and listening respectfully to differing perspectives.
• Change Leadership: Adapts effectively to change by embracing new ways of working, making timely decisions with available information, and applying a continuous improvement mindset while understanding escalation boundaries.
• Managerial Courage: Communicates candidly and constructively, addresses conflict directly, welcomes feedback, and uses feedback to improve personal effectiveness.
• Vision and Purpose Alignment: Understands how individual responsibilities support departmental and organizational goals, demonstrates commitment to business outcomes, and prioritizes work accordingly.

Core Competencies

• All KeyBank employees are expected to demonstrate Key's Values and abide by Key's Code of Conduct.

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.

Work Location Category

• Hybrid (2+ days)

Compensation and Benefits

This position is eligible to earn a base salary in the range of $57,000.00 - $87,000.00 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.

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.

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 View email address on click.appcast.io.