What are the responsibilities and job description for the Loan Servicing Manager position at Dominion Financial Services Inc.?
Position Summary
Dominion 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.
At Dominion, we are committed to building a culture of continuous improvement and innovation. We embrace emerging technologies, including AI, to help our team members work more efficiently, solve problems more effectively, and create greater impact in their roles. Employees are encouraged to explore new tools and processes that improve productivity, enhance the customer experience, and support the company's growth.
Our Core Values
Operational Leadership
The Ideal Candidate Is
Our company actively incorporates artificial intelligence into daily operations and expects team members to utilize AI tools as part of their standard workflow. All employees are provided with access to Claude, including unlimited token usage, and are encouraged to leverage AI to increase productivity, automate routine tasks, improve communication, enhance decision-making, and drive innovation. Experience with AI tools is preferred, and a willingness to adopt AI-assisted work practices is expected for this role.
Benefits
Dominion 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.
At Dominion, we are committed to building a culture of continuous improvement and innovation. We embrace emerging technologies, including AI, to help our team members work more efficiently, solve problems more effectively, and create greater impact in their roles. Employees are encouraged to explore new tools and processes that improve productivity, enhance the customer experience, and support the company's growth.
Our Core Values
- Integrity
- Accountable & Dependable
- Team Centric
- Systems & Process Oriented
- Service Ethic
- Organized Efficiency – Risk Management & Compliance
Operational Leadership
- 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.
- 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
The Ideal Candidate Is
- Operationally strong and detail-oriented
- Comfortable holding others accountable while remaining team-focused
- Calm under pressure and effective in handling escalations
- Process-minded, organized, and proactive
- Able to identify issues early and drive them toward resolution
- Invested in building structure, consistency, and stronger team execution
Our company actively incorporates artificial intelligence into daily operations and expects team members to utilize AI tools as part of their standard workflow. All employees are provided with access to Claude, including unlimited token usage, and are encouraged to leverage AI to increase productivity, automate routine tasks, improve communication, enhance decision-making, and drive innovation. Experience with AI tools is preferred, and a willingness to adopt AI-assisted work practices is expected for this role.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k)
- 401(k) matching
- Paid time off
- Company outings & social events
- Virtual events
- Companywide competitions and raffles
- Personal financial workshops
- Orioles season tickets