Loan Support Team Lead (Small Business Credit Underwriting Quality Assurance Team)

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Location: 4224 Ridge Lea Road, Amherst New York JOB DESCRIPTION Leads credit underwriting oversight for the Small Business Credit Underwriting Campus, ensuring compliance with credit policy, underwriting standards, operational procedures, and regulatory requirements. Oversees the accurate and timely assignment of customer risk ratings using BOT technology and manages quality assurance programs to ensure adherence to credit, regulatory, and operational policies. Drives workflow and process improvements to enhance efficiency and client experience while maintaining strong risk discipline. Prepares and delivers monthly reporting to monitor productivity, turnaround times, staff performance metrics, and compliance with credit policy and regulatory requirements. Provides leadership to a team (currently) four direct reports. ESSENTIAL JOB FUNCTIONS Develop and execute quality assurance (QA) testing, analysis, and reporting to ensure Small Business credit approvals comply with credit policy, underwriting guidelines, departmental policies/procedures, and regulatory requirements. Monitor and analyze QA trends and key risk indicators to proactively identify emerging risks and recommend corrective actions. Design and perform QA testing of Small Business credit decisions to ensure adherence to Small Business decision guidelines and support compliance with Fair and Responsible Banking (FARB) requirements. Oversee the accurate and timely assignment of customer risk ratings for Small Business credit customers using BOT technology. Partner with the Department Manager and Operations Manager to ensure all departmental procedures are current, accurate, and reviewed at least annually. Lead the integration of credit policy changes into Small Business underwriting guidelines and departmental operating procedures, including supporting communication and rollout to underwriting staff. Identify and recommend workflow, process, and system control enhancements to mitigate risk and strengthen compliance with credit policy, underwriting guidelines, departmental procedures, and regulatory standards. Collaborate with BRC Risk Advisors and testing teams to manage Governance, Risk, and Compliance (GRC) risks and associated controls. Support regulatory exams and audits by preparing documentation, responding to inquiries, and coordinating issue resolution. Contribute to the development of training materials or targeted coaching to address QA findings and improve underwriting consistency. Promote a strong risk and compliance culture through ongoing engagement with underwriting leadership and staff. Provide oversight, coaching, and guidance to management-assigned staff to support performance, quality, and compliance objectives. REQUIRED QUALIFICATIONS Bachelor's degree with a preferred concentration in business or related coursework, or equivalent relevant work experience. Minimum of five (5) years of experience in a commercial credit underwriting environment, with Small Business credit experience strongly preferred. Strong working knowledge of Commercial Credit Policies and underwriting standards (preferably working knowledge of Key's commercial credit policies and underwriting standards) Recent people management or leadership experience. Strong knowledge with commercial credit systems and strong technological proficiency Proven ability to effectively collaborate with underwriters, risk management, compliance partners, and other key stakeholders. Demonstrated leadership capabilities, including the ability to motivate, coach, and develop team members. Excellent interpersonal, communication, and influencing skills. Ability to work effectively both independently and as part of a collaborative team environment. Strong organizational and time management skills, with the ability to prioritize and manage multiple responsibilities in a fast-paced environment. Experience supporting regulatory examinations, audits, or internal risk reviews. Working knowledge of Fair and Responsible Banking (FARB) principles and related regulatory expectations. Experience leading or supporting quality assurance, risk management, or control functions within a commercial credit environment. Demonstrated commitment to core values, including Teamwork, Respect, Accountability, Integrity, and Leadership. COMPENSATION AND BENEFITS This position is eligible to earn a base salary in the range of $71,000.00 - $125,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives. 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 effectiv