Lead Service Officer (Commercial Construction Portfolio)

Job Summary
Responsible for servicing assigned Construction portfolio consisting of a variety of products primarily for the Community Development Lending/Income Property Group/Institutional Real Estate Group/Healthcare Real Estate Line of Business. Primary draw functions are for non-owner occupied construction/interim loan servicing. Provide excellent communication with the lending staff and partners supported by the IPG/IRE/HC teams. Client segment focus is local and regional private developers and and some public companies. Independently manage all pre-closing review of construction documents and due diligence applicable to construction and risk management. Responsible for providing superior client service and expertise related to construction administration including draw processing, budgets, construction contractor documents, lien laws 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 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 and construction projects.

• 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 of project, budget, hard and soft cost requisition, equity component in sources and uses analysis, loan documents, and attending meetings

• Assimilates and analyzes information necessary to establish moderately to highly complex loan and disbursement controls on bank systems, including project budgets and sources/uses of funds.

• Establishes and maintains draw files including collateral release document preparation and monitoring, tenant rent roll verification, letter of credit issuance

• Reviews moderately to highly complex draw request for completeness and integrity of AIA and supporting documentation

• Analyzes budget and sources/uses of funds to identify exceptions or changes and conformity to standard monitoring requirements; involves third parties as required

• Approves draws and prepares forms and data entry necessary to process disbursement

• Identifies exceptions and obtains appropriate approvals as necessary

• Initiates and analyzes standard and custom monitoring requirements including title/tax update, insurance, inspection, survey, permits, inventory controls, 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 may lead projects as needed

• Perform other duties as assigned; duties, responsibilities, and/or activities may change or new ones may be assigned at any time with or without notice.

• Comply with all KeyBank policies and procedures, including 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 commercial loan experience

Work Experience

• 3+ years of related commercial real estate experience, preferably in commercial construction lending

• Strong knowledge of construction and financing including commitment/loan structures, title/liens, documentation, and industry practices for draw processing and releases

• Familiarity with multi-bank loan participations and syndications

• Familiarity with commercial banking systems (LoanIQ, SalesForce, LaserPro, DocuSign, BOS)

Skills & Core Competencies

• Commercial Lending Expertise: Understanding of commercial lending concepts, including loan documentation, closing processes, and risk management principles.

• Problem Solving & Decision Making: Strong solution oriented mindset with the ability to analyze issues, apply judgment within guidelines, and make quality decisions under time constraints.

• Client Focus & Service Excellence: Demonstrated commitment to delivering distinctive, personalized service to both internal and external clients while balancing client needs, risk, and organizational goals.

• Accountability & Drive for Results: Takes ownership of work and outcomes, keeps commitments, learns from mistakes, and consistently delivers results within established timelines and expectations.

• Planning, Organization & Attention to Detail: Highly effective organizational skills with the ability to manage multiple priorities in a high volume environment while maintaining accuracy and compliance.

• Collaboration & Communication: Strong interpersonal, written, and verbal communication skills; collaborates effectively across teams, shares knowledge, and engages stakeholders to achieve shared goals.

• Business Acumen: Knowledgeable of the financial services industry and competitive landscape; understands how individual contributions support broader business strategy.

• Adaptability & Change Leadership: Embraces change with a continuous improvement mindset, adapts to new processes, and escalates decisions appropriately when needed.

• Professional Courage & Feedback: Communicates openly and constructively, provides and receives feedback effectively, and addresses challenges directly to foster cooperation and improvement.

• Learning & Development Orientation: Actively pursues personal development and shares knowledge to support team growth and performance.

• Technology Proficiency: Proficient in Microsoft Excel, Word, PowerPoint, and OneNote, with the ability to leverage systems and tools to support operational efficiency.

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)