Loan Servicing Manager

Dominion Financial Services Inc.

Baltimore (MD)

On-site

USD 90,000 - 120,000

Full time

5 days ago

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Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

401(k) matching

Paid time off

Job summary

Dominion Financial Services Inc. is seeking a Loan Servicing Manager to partner with the Director of Loan Servicing in guiding daily operations and driving consistent, efficient processes across the servicing function.

The role emphasizes hands-on leadership, accountability, and the ability to balance team support with timely escalations, ensuring high service levels for borrowers and internal stakeholders while advancing a culture of continuous improvement, including AI-enabled workflows.

Qualifications

3+ years of mortgage or loan servicing experience.
1–3 years in leadership, assistant management, or team lead roles.
Experience supporting employee development and cross-training.
Strong understanding of servicing operations and loan lifecycle management.
Excellent written and verbal communication skills.
High level of accountability with strong organizational skills.

Responsibilities

Support oversight of day-to-day loan servicing operations across core functions.
Manage team workflow to ensure timely borrower requests and servicing tasks.
Monitor queues, response times, and service levels.
Identify workflow gaps and implement practical solutions.
Escalate concerns to Director promptly.
Oversee loan extensions, payoff statements, and payment tracking.
Ensure compliance with procedures and loan requirements.
Maintain documentation and ensure proper file updates.

Skills

Loan servicing

Leadership

Analytical skills

Communication

Problem solving

Organizational skills

Job description

Position Summary

Dominion Financial Services is a leading nationwide private lender providing short-term bridge and renovation financing, as well as long-term rental loan solutions for real estate investors. We are seeking a Loan Servicing Manager to support the Director of Loan Servicing in overseeing daily department operations, driving workflow consistency, reinforcing performance standards, and helping remove operational bottlenecks across the servicing function.

Position Summary

This role is ideal for a hands‑on leader who can balance team support with accountability, help create structure in a fast‑paced environment, and ensure servicing activities are executed accurately, timely, and in alignment with company expectations. The Manager will serve as a key partner in managing escalations, improving processes, supporting team development, and maintaining service levels for both internal and external stakeholders.

At Dominion, we are committed to building a culture of continuous improvement and innovation. We embrace emerging technologies, including AI, to help our team members work more efficiently, solve problems more effectively, and create greater impact in their roles. Employees are encouraged to explore new tools and processes that improve productivity, enhance the customer experience, and support the company's growth.

Our Core Values

Integrity
Accountable & Dependable
Team Centric
Systems & Process Oriented
Service Ethic
Organized Efficiency – Risk Management & Compliance

Key Responsibilities

Operational Leadership

Support oversight of day-to-day loan servicing operations across core servicing functions.
Help manage team workflow to ensure timely handling of borrower requests, servicing tasks, escalations, and internal follow‑up items.
Monitor departmental queues, response times, and service levels to ensure work is completed accurately and within expected turnaround times.
Partner with the Director of Loan Servicing to identify workflow gaps, recurring issues, and operational bottlenecks, and help implement practical solutions.
Reinforce consistency in process execution, documentation standards, and departmental expectations across both onsite and remote team members.

Team Supervision & Performance Support

Assist in leading a team of 8+ loan servicing employees, including monitoring daily productivity, responsiveness, and quality of work.
Track and report on employee performance metrics, service levels, and operational trends.
Provide day‑to‑day coaching, support, and follow‑up to help team members stay aligned with priorities and expectations.
Support onboarding and cross‑training initiatives to improve team coverage, role clarity, and business continuity.
Escalate personnel, performance, or workflow concerns to the Director in a timely and solution‑oriented manner.

Borrower Service & Escalations

Serve as a point of escalation for complex borrower issues and tier‑3 servicing matters.
Ensure inbound calls, tickets, emails, and borrower requests are routed and resolved appropriately.
Help maintain a high standard of borrower communication through timely, professional, and well‑documented follow‑up.
Partner cross‑functionally with departments such as Originations, Draws, Insurance, Special Assets, and Relationship Management to resolve issues efficiently and improve handoffs.

Loan Servicing Oversight

Oversee or support critical servicing activities including:
Loan extensions
Draw coordination and monitoring
Payoff statements
Default statements
Extension fee quotes
Payment tracking and servicing documentation
Monthly borrower statements
Insurance tracking and force‑placed insurance follow‑up
Review servicing activities for completeness, accuracy, and compliance with internal procedures and loan requirements.
Help ensure loan files are properly documented and updated whenever action is taken.

Process Improvement & Controls

Help build and maintain a more structured, scalable servicing environment through process discipline and clear ownership.
Identify opportunities to improve efficiency, standardize recurring tasks, and reduce avoidable rework.
Assist in implementing tracking tools, reporting practices, and workflow controls that improve visibility and accountability.
Support compliance with internal servicing procedures, audit readiness, and risk management expectations.

Qualifications

3+ years of mortgage or loan servicing experience required
1–3 years of leadership, assistant management, or team lead experience preferred
Experience supporting employee development, cross‑training, and workflow coordination
Hard money, private lending, or investor loan servicing experience strongly preferred
Strong understanding of servicing operations, borrower communication, escalations, and loan lifecycle management
Strong analytical skills with the ability to identify patterns, summarize issues clearly, and support sound decision‑making
Excellent written and verbal communication skills
Strong organizational skills with the ability to manage multiple priorities in a deadline‑driven environment
Strong critical thinking and problem‑solving ability
Ability to interpret and apply policies, procedures, and operational requirements consistently
Comfortable working across systems and learning new technology quickly
Self‑starter with strong follow‑through and a high level of accountability

Ideal Candidate Profile

The Ideal Candidate Is

Operationally strong and detail‑oriented
Comfortable holding others accountable while remaining team‑focused
Calm under pressure and effective in handling escalations
Process‑minded, organized, and proactive
Able to identify issues early and drive them toward resolution
Invested in building structure, consistency, and stronger team execution

AI-Enabled Workplace

Our company actively incorporates artificial intelligence into daily operations and expects team members to utilize AI tools as part of their standard workflow. All employees are provided with access to Claude, including unlimited token usage, and are encouraged to leverage AI to increase productivity, automate routine tasks, improve communication, enhance decision‑making, and drive innovation. Experience with AI tools is preferred, and a willingness to adopt AI‑assisted work practices is expected for this role.

Benefits