Senior Servicing Officer (Institutional Capital Group)

Location:

Remote work available for candidates who do not reside near one of the listed work locations.

If qualified candidate resides near one of the listed work locations, there is a hybrid requirement (2+ days in office).

Job Summary

This role offers the opportunity to join a wellestablished, growing Real Estate Institutional Capital Group team that is recognized for its leadership in commercial lending and lead Agent role in RE syndication market.

The Senior Servicing Officer is responsible for servicing an assigned portfolio of commercial real estate loans, primarily supporting the Real Estate Institutional Capital Group Line of Business, including nonowner occupied and interim loan structures.The role provides endtoend servicing support, portfolio administration, and related client services for a sophisticated client base that includes public and private REITs, real estate private equity firms and advisors, and commercial real estate owners, with additional focus on specialized healthcare property financing for hospitals and senior housing owners and operators. This position independently manages all preclosing and preboarding document reviews, risk management activities, and ongoing loan system processing, including loan boarding, maintenance, and data integrity. As a Senior Service Officer, this role additionally allows for the opportunity of leadership, training and mentoring other teammates.

Our team partners closely with relationship managers, closers, and internal teams to deliver highquality service and expert guidance across revolver, term, borrowing base and bridge loan products, while balancing multiple priorities and varying levels of complexity. As the bank continues to expand its commercial real estate platform, this role provides meaningful exposure to complex transactions, strong collaboration across lending teams, and the opportunity to grow within a stable, relationshipdriven organization.

Essential Functions

• Manage pre- and post-closing services for complex loan structures including ESOPs, Healthcare, Agribusiness, Real Estate, and more.
• Identify and resolve risk/exceptions, escalate as needed, and communicate with management and LOB.
• Maintain expert-level understanding of systems and ensure data integrity.
• Collaborate in-person with internal and external stakeholders to drive the loan process.
• Book loans in LoanIQ, confirm collateral, and manage documentation exceptions.
• Review and prepare documentation using Laser Pro Lending (LPL) and DocuSign.
• Lead projects and continuous improvement initiatives which may require in-person sessions.
• Conduct pre-closing quality verification and manage fiduciary responsibilities.
• Onsite training and mentoring of team members; serve as backup to manager.
• Participate in client meetings and sales team/pipeline discussions which includes onsite participation.
• Monitor and manage post-approval reporting.
• Ensure compliance with documentation, insurance, and legal standards.
• Act as a resource for documentation and compliance matters.
• Coordinate funding and booking of transactions, including wire call backs and approvals.
• 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 experience (preferred)

Work Experience

• 5+ years of related experience, including at least 2 years in a Lead Service Officer role (or equivalent), preferably in banking or financial services (required)

Skills

• Strong understanding of commercial lending concepts
• Proficiency in commercial loan documentation and closing
• Strong solution-oriented and problem-solving skills
• Excellent decision-making skills and judgment
• 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
• Familiarity with LoanIQ, SalesForce, LaserPro, DocuSign, BOS
• Deliver distinctive personalized service to external and internal clients

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, 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.

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.