Head of Services - Support and Managed

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 ServicingManager 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.

Service Ethic

• Organized Efficiency - Risk Management & Compliance

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.

Team Supervision & Performance Support

• 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.

Borrower Service & Escalations

• 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:

• Help ensure loan files are properly documented and updated whenever action is taken.

Process Improvement & Controls

• Help build and maintain a more structured, scalable servicing environment through process discipline and clear ownership.
• 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
• Strong organizational skills with the ability to manage multiple priorities in a deadline-driven environment
• Ability to interpret and apply policies, procedures, and operational requirements consistently
• Invested in building structure, consistency, and stronger team execution

Virtual events

• Health, vision, and dental benefits
• 7 paid holidays