Loan Servicing Operations Manager

Dominion Financial Services; Baltimore (MD); On-site; USD 90,000 - 130,000; Full time

Job summary

Dominion Financial Services is seeking a Loan Servicing Manager to support the Director of Loan Servicing in overseeing daily department operations, driving workflow consistency, and removing bottlenecks across the servicing function. The ideal candidate balances hands-on leadership with accountability and helps create structure in a fast-paced environment.

The role involves supervising 8+ loan servicing staff, managing escalations, and partnering with cross-functional teams to improve processes

Qualifications

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

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 bottlenecks, and help implement practical solutions.
• Reinforce consistency in process execution, documentation standards, and departmental expectations across onsite and remote team members.
• Assist in leading a team of 8+ loan servicing employees, including monitoring 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 align with priorities and expectations.
• Support onboarding and cross-training initiatives to improve team coverage and continuity.
• Escalate personnel, performance, or workflow concerns to the Director in a timely manner.

Skills

Leadership

Communication

Analytical thinking

Job description

Dominion Financial Services is seeking a Loan Servicing Manager to support the Director of Loan Servicing in overseeing daily department operations, driving workflow consistency, and removing bottlenecks across the servicing function. The ideal candidate balances hands-on leadership with accountability and helps create structure in a fast-paced environment.

The role involves supervising 8+ loan servicing staff, managing escalations, and partnering with cross-functional teams to improve processes