Loan Servicing Manager: Lead Operations & Escalations

Dominion Financial Services Inc.; Baltimore (MD); Sur place; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental insurance

Vision insurance

401(k)

401(k) matching

Paid time off

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Loan servicing

Leadership

Analytical skills

Communication

Problem solving

Organizational skills

Description du poste

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.