Position SummaryDominion 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 ValuesIntegrityAccountable & DependableTeam CentricSystems & Process OrientedService EthicOrganized Efficiency – Risk Management & ComplianceKey ResponsibilitiesOperational LeadershipSupport 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 SupportAssist 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 & EscalationsServe 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 OversightOversee 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 & ControlsHelp 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.Qualifications3+ years of mortgage or loan servicing experience required1–3 years of leadership, assistant management, or team lead experience preferredExperience supporting employee development, cross-training, and workflow coordinationHard money, private lending, or investor loan servicing experience strongly preferredStrong understanding of servicing operations, borrower communication, escalations, and loan lifecycle managementStrong analytical skills with the ability to identify patterns, summarize issues clearly, and support sound decision-makingExcellent written and verbal communication skillsStrong organizational skills with the ability to manage multiple priorities in a deadline-driven environmentStrong critical thinking and problem-solving abilityAbility to interpret and apply policies, procedures, and operational requirements consistentlyComfortable working across systems and learning new technology quicklySelf-starter with strong follow-through and a high level of accountabilityIdeal Candidate ProfileOperationally strong and detail-orientedComfortable holding others accountable while remaining team-focusedCalm under pressure and effective in handling escalationsProcess-minded, organized, and proactiveAble to identify issues early and drive them toward resolutionInvested in building structure, consistency, and stronger team executionWhile at Dominion, You Will EnjoyPaid garage parkingCompany outings and social eventsVirtual eventsOpportunities to join committees and contribute to company cultureEmployee discount programsGrowth potentialHealth, vision, and dental benefits401(k) after 1-year anniversary7 paid holidays
