Loan Servicing Operations Leader

Dominion Financial; Baltimore (MD); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Paid garage parking

Company outings and social events

Virtual events

Committees participation

Employee discount programs

Growth opportunities

Health, vision, dental benefits

401(k) after 1-year anniversary

7 paid holidays

Job summary

Dominion Financial Services is seeking a Loan Servicing Manager to lead daily loan servicing operations, partner with the Director of Loan Servicing, and drive process improvements for a fast-paced, team-oriented environment.

The role emphasizes escalation management, performance monitoring, and building scalable servicing workflows across onsite and remote teams in a nationwide lender.

Qualifications

• 3+ years of mortgage or loan servicing experience.
• 1–3 years of leadership or team lead experience.
• Experience supporting employee development, cross-training, and workflow coordination.
• Hard money, private lending, or investor loan servicing experience preferred.
• Strong understanding of servicing operations, borrower communication, escalations, and loan lifecycle management.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple priorities.
• 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 accountability.

Responsibilities

• Oversee 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, tracking 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 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 Originations, Draws, Insurance, Special Assets, and Relationship Management to resolve issues efficiently and improve handoffs.
• Oversee or support critical servicing activities including extensions, draws, payoff statements, default statements, extension fee quotes, payment tracking, monthly 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 a structured, scalable servicing environment through process discipline and clear ownership.
• Identify opportunities to improve efficiency and standardize recurring tasks.
• Assist in implementing tracking tools, reporting practices, and workflow controls to improve visibility and accountability.
• Support compliance with internal procedures, audit readiness, and risk management expectations.

Skills

Leadership

Communication

Analytical thinking

Organizational skills

Problem solving

Team coordination

Job description

Dominion Financial Services is seeking a Loan Servicing Manager to lead daily loan servicing operations, partner with the Director of Loan Servicing, and drive process improvements for a fast-paced, team-oriented environment.

The role emphasizes escalation management, performance monitoring, and building scalable servicing workflows across onsite and remote teams in a nationwide lender.