Service Officer (Commercial Lending)

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Job Summary

This role provides a strong entry point into commercial and syndicated lending, combining handson deal servicing with exposure to trading, assetbased lending, and KeyBank systems. The Service Officer supports both direct and purchased deals, including managing work through the KeyView Deluxe (KVD) queue across multiple product types.

The team plays a critical role in delivering highquality client service while partnering with agent banks, managing risk, and supporting funding and trading activities. The Service Officer is responsible for ensuring accurate servicing while maintaining compliance with bank policies, regulatory requirements, and internal controls in a fastpaced, collaborative environment.

Essential Functions

• Servicing responsibility for assigned syndicated "bought" portfolio (least complex deals), KeyBank direct deals (least complicated), trading portfolio (as applicable)
• Responsible for assigned tasks from workflow queue -
• Entry Level understanding of Loan IQ and Stucky (as applicable) as well as business, Asset Based Lending (as applicable), Loan Trading (as applicable) including the financial and general ledger accounting entries
• Reconcile Cash Collateral accounts in Hogan (as applicable)
• Reconcile balances between Loan IQ and Stucky (as applicable)
• Review trade documentation for Par Secondary and Primary loan Trading (including assignments, trade confirmations, funding memos and ancillary documentation) (as applicable)
• Weekly balancing and reconcilement of trade activity (as applicable)
• Report management
• Proactively identifies and resolves risk management and client service issues, requiring interaction with agent bank and management; ensures appropriate balance between service and risk
• Oversee and ensure funding requirements and requests are met
• Ongoing maintenance; interact with agent banks and/or client for fundings, re-pricings, payments, disbursements and client requests
• Support ongoing initiatives to enhance commercial lending platform and servicing structure
• Offers suggestions to support a continuous improvement mindset
• Adherence to timeframes for all required training
• 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

• Associate or bachelor's degree (preferred) or equivalent commercial lending experience

Work Experience

• 1+ years' experience working in lending operations and/or financial services or equivalent
• Prior experience servicing commercial or consumer lending, commercial lending preferred
• Demonstrated knowledge on commercial loan structures (preferred)

Skills

• Queue & Workload Management: Effectively manages a highvolume personal work queue, prioritizing tasks and maintaining accuracy during peak periods such as monthend and quarterend.
• Decision Making: Demonstrates sound judgment when making timely decisions in ambiguous situations, balancing confidence with an openness to coursecorrect when needed.
• Comfort with Ambiguity: Works effectively in evolving or unclear situations, learning on the job and remaining productive while processes, information, or guidance may be incomplete.
• Analytical Thinking: Applies analytical skills to review information, identify root causes, and determine appropriate actions related to deal servicing and issue resolution.
• Problem Solving: Recognizes, investigates, and resolves operational or process issues using structured thinking and practical solutions.
• Risk Awareness: Understands the importance of risk management and applies controls, policies, and procedures appropriately to support compliance and minimize exposure.
• Communication: Communicates clearly and professionally, both verbally and in writing, with internal partners and external banks that may have varying communication styles and expectations.
• Collaboration: Works constructively with teammates, partners, and external institutions to support shared goals and resolve issues efficiently.
• Adaptability: Adjusts effectively to changes in volume, priorities, business needs, or customer expectations while maintaining performance and accuracy.
• Resilience: Maintains focus, energy, and persistence in a fastpaced environment, particularly during highpressure periods, and learns from mistakes to continuously improve.

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

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.

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.