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Lead Service Officer (SBA) Remote Capable in Tacoma, WA at KeyBank

Date Posted: 11/17/2020

Job Snapshot

  • Employee Type:
  • Location:
    1101 Pacific Avenue
    Tacoma, WA
  • Date Posted:

Job Description


Provides SBA Sale/Service support for SBA Loan Closings, problem resolution and loan documentation. Committed to overall excellence in helping clients and mitigating risk in all aspects of the client relationship with SBA loans.

The role of the SBA LSO is to help support the SBA Relationship Managers (RMs) by proactively reaching out to borrower for SBA loan transactions assisting with client need identification/coordination with SBA loan closings.

Needs Assessment
  • Maintains an in-depth knowledge of SBA products and basic knowledge of broader business banking products and services.
  • Discusses the client with the SBA RMs to better understand the borrower’s needs.
  • Supports SBA RMs with SBA loan documentation required for SBA Closing, which includes all required documents, SBA equity injections, loan closing, and construction draw and monitoring.
  • Takes full ownership of the loan closing process working directly with the borrower, external and internal partners.
  • Takes full ownership to ensure unresolved documentation exceptions from loan closing are tracked on the exception report and clears documentation exceptions, working together with the Senior Franchise reps and the borrower.

  • Is primary contact with borrower’s in loan closing process to gather all required documents pertaining to the loan closing, proactively drives the loan closing process
  • Helps to service as one of the primary contacts partnering with the SBA RMs to provide a high level of customer service and value.
  • Works closely with multiple parties including outside counsel, Key’s Community Bank partners, support staff, SBA credit and closing groups, the Community Bank Real Estate Team, borrowers, borrower’s counsel, Key’s outside counsel, Title Company, escrow officers or other lenders to achieve a well-coordinated and timely loan closing.
  • Participates or helps conduct SBA loan closing on behalf of the SBA RM reps as requested.
  • Ensures loan packages are complete to ensure that documents are executed properly prior to sending in for booking.
  • Funds loans once they are closed and completes advances throughout the draw process, if applicable to the loan.

  • Coordinates follow-up with internal partners and clients, as appropriate, to ensure prompt and accurate completion/resolution of issues from SBA Closing.
  • Works to resolve SBA booked loan document exceptions, working with SBA RM, BBRM and Clients to clear.
  • Proactively identifies process improvements to continuously deliver undeniable value to our clients
  • Adheres to and supports Key’s compliance culture


Seeks solutions and efficiencies to the SBA processes, i.e. serving on internal taskforces and partnership groups.

Participates on projects that impact SBA to provide expertise in the daily process
Proactively identifies process improvements to continuously enhance client service and documentation quality.


Associate Degree or equivalent work experience
Minimum 3-5 years related work experience.
Basic financial services knowledge
General knowledge of Banking products, services and, basic Commercial Lending (ideally comprehensive)
Basic (Ideally comprehensive) knowledge of all SBA products and services
Demonstrated experience with personal computer applications
Strong verbal and written communication skills
Ability to establish and strengthen effective working relationships among team members and product and support partners
Excellent time management skills, able to manage and track details for multiple clients and prioritize against daily responsibilities.
Excellent attention to details

Demonstrated knowledge of applicable technology including MS Windows/Office Products (excel, word and PowerPoint, , Hogan,
Basic Knowledge and understanding of the SBA Standard Operating Procedures (SOP) manual

Action Oriented: Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
Approachability: Is easy to approach and talk to; spends extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.
Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with and gains their trust and respect.
Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.
Process Management: Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can’t; can simplify complex processes; gets more out of fewer resources.
Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues for improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Organizing: Can marshal resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
Applicable equipment may include - Laptop computer including Word, Excel, PowerPoint, .
Laptop training specific to various programs.
Other SBA instruction based on individual’s background (perhaps NAGGL (National Association of Government Guaranty Lenders) training)

Please note that at this time the manager is open to considering candidates located in WA or OR and the position will be remote capable if located in those areas. Also candidate will typically work west coast (pacific time zone) work hours. In the future, occasional business travel may be needed.


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and 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, disability, or veteran status.


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