This role reports to the Commercial Operations Department leader for Middle Market Loan Fulfillment and plays a critical role in supporting business growth while maintaining strong risk and compliance controls.

Lead Service Officers within the team are responsible for either closing or servicing moderately complex commercial loans, both real estate and non‑real‑estate secured. Service Officers are expected to deliver superior client service, proactively drive the loan process forward, and serve as a key point of coordination between internal lines of business (LOB) and external third parties. They collaborate closely with stakeholders to identify and satisfy required items and conditions, adhere to established procedures, and ensure timely, accurate, and compliant loan execution.

Essential Functions

• Manage all pre- and post-closing services for a portfolio of complex loan structures, including ESOPs, Healthcare, Agribusiness, and Real Estate-secured loans.

• Collaborate in-person with LOB, legal counsel, and third parties to ensure timely and accurate closings; determine when legal engagement is required.

• Analyze and resolve risk-related issues, escalate exceptions, and maintain compliance with credit approvals and internal policies.

• Prepare and review legal documentation, including covenant waivers and Laser Pro Lending (LPL) documents.

• Coordinate electronic execution of documents and funding processes, including wire call-backs and fiduciary responsibilities for monetary transactions.

• Monitor and manage reports such as Documentation Exceptions, Conditions of Approval, and Post Approval tracking in nCino.

• Conduct UCC, lien, and insurance reviews; confirm authorized signers and entity documentation.

• Participate in client meetings and pipeline discussions which includes onsite participation.

• Support continuous improvement initiatives and training compliance which includes onsite meetings.

• 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

• 4-year Bachelor's Degree (preferred) or equivalent work experience

Work Experience

• 2+ years of related experience, preferably in banking 

• Demonstrated understanding of commercial lending concepts, processes

• Proficiency in commercial loan documentation and closing

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

Skills

• Strong solution-oriented and problem-solving skills

• Excellent problem-solving and decision-making skills

• Strong interpersonal, written, and verbal communication

• Effective planning and organizational abilities; high attention to detail

• Ability to manage multiple tasks in a high-volume environment

• Proficiency in Microsoft Excel, Word, PowerPoint, and OneNote

• Deliver distinctive personalized service to external and internal clients

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)

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