Lead Service Officer (Small Business Administration) in Rochester, NY at Key Bank- Corporate

Date Posted: 10/25/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Rochester, NY
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/25/2019

Job Description

Essential Job Functions:

The role of the SBA Lead Service Officer (LSO) is to primarily support the SBA RMs by responding to client transactions and assisting with client need identification/coordination, product delivery and sales planning. The SBA LSO will be responsible for functions that align with the Key Sales Process (Pipeline & Opportunity Management, Needs Assessment, Fulfillment, and Follow Up) in daily work to create a positive Client Experience. This includes: Pipeline & Opportunity Management, helping make calls to external centers of influence (COIs) to set appointments for SBA RM. Manages district process for SBA COI contact strategy. Networks with local organizations that would be likely referral sources for SBA loans. Paves the way for the SBA RM to set up appointments and develop further relationship. Makes as needed visits to branches or retail meetings to create awareness and provide basic product knowledge and process comfort to the retail sales force.

Needs Assessment

Discusses the client with the SBA RM to better understand the client’s needs. Supports SBA RM with sales preparation, documentation, loan closing, and servicing functions that would involve contact with the customer directly, including follow-up. Takes full ownership of the SBA Loan closing process working directly with the borrower. Also, taking ownership to ensure unresolved documentation exceptions are tracked on the exception report and clears documentation exceptions, working together with the SBA RM and the borrower.

Fulfillment

Serves as secondary contact to client and primary contact in SBA RM’s absence to provide a high level of customer service and value. Directly involved with prospect/client new loan requests; collects appropriate financial information from borrower, discusses product features and coordinates conditions/details of credit with credit underwriters and client to ensure timely loan process. Works closely with multiple parties including outside counsel, RM and support staff, SBA credit and closing groups, the National Real Estate Group, borrowers, borrower’s counsel, Title Company, escrow officers or other lenders to achieve a well coordinated and timely loan closing. Participates or conducts closing on behalf of the SBA RM as requested. Processes complex service requests as directed by client providing “hands on” service and follow-up to the very profitable clients for portfolio retention. Funds SBA loans once they are closed and completes advances throughout the draw process, if applicable to the loan. Provides expertise and assistance to SBA RM on internal support systems and functions to ensure that procedures and programs are being utilized properly.

Requirements

Competencies/Skills:
Associate Degree or equivalent work experience
Minimum 3-5 years related work experience.
Basic financial services knowledge, General knowledge Commercial Lending.
Basic (Ideally comprehensive) knowledge of SBA products and services.
Demonstrated experience with personal computer applications (Word, Excel, PowerPoint, Outlook).
Strong verbal and written communication skills.
Excellent Time Management skills: be able to manage and track details for multiple clients and prioritize against daily responsibilities.
Excellent attention to details.
Organized and disciplined with the ability to work independently.
Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers
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 to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything



FLSA STATUS:Exempt

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.

38399BR

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