Loan Servicing Manager

The Dominion Group

Baltimore (MD)

On-site

USD 90,000 - 130,000

Full time

6 days ago

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Benefits offered by this job

Paid garage parking

Company outings and social events

Health, vision, and dental benefits

401(k) after 1-year anniversary

7 paid holidays

Growth potential

Employee discount programs

Job summary

Dominion Financial Services is seeking a Loan Servicing Manager to support the Director of Loan Servicing in directing daily operations, driving workflow consistency, and removing bottlenecks across the servicing function. This hands-on leadership role balances team support with accountability in a fast-paced environment.

The ideal candidate will help manage escalations, improve processes, and maintain service levels for internal and external stakeholders while ensuring accurate, timely

Qualifications

3+ years of mortgage or loan servicing experience.
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.

Responsibilities

Oversee day-to-day loan servicing operations across core servicing functions.
Manage team workflow to ensure timely handling of borrower requests, servicing tasks, escalations, and follow-ups.
Monitor queues, response times, and service levels for accuracy and timely delivery.
Identify workflow gaps and implement practical solutions with the Director of Loan Servicing.
Ensure consistent documentation standards and department-wide adherence to processes.
Support onboarding and cross-training to improve team coverage and business continuity.

Skills

Mortgage loan servicing

Leadership

Process improvement

Customer escalations

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.

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.

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