Loan Servicing Manager: Lead Operations & Escalations

dominionfinancialservices; United States; Hybrid; USD 85,000 - 125,000; Full time

Benefits offered by this job

Paid garage parking

Company outings and social events

Virtual events

Committees participation

Employee discount programs

Growth potential

Health, vision, and dental benefits

401(k) after 1-year anniversary

7 paid holidays

Job summary

Dominion Financial Services is seeking a hands-on Loan Servicing Manager to support the Director of Loan Servicing, overseeing daily operations and driving workflow efficiency across the servicing function. You will lead 8+ staff, monitor performance, coach team members, and partner with cross‑functional teams to resolve borrower issues while maintaining service levels and compliance.

The role emphasizes structured processes, risk management, and continuous improvement to scale servicing in a

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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Mortgage/loan servicing

Leadership

Team coaching

Workflow coordination

Analytical thinking

Communication

Organization

Problem solving

Job description

Dominion Financial Services is seeking a hands-on Loan Servicing Manager to support the Director of Loan Servicing, overseeing daily operations and driving workflow efficiency across the servicing function. You will lead 8+ staff, monitor performance, coach team members, and partner with cross‑functional teams to resolve borrower issues while maintaining service levels and compliance.

The role emphasizes structured processes, risk management, and continuous improvement to scale servicing in a