Open Position: Construction and Renovation Loan Servicing Manager
Reports to: COO
Supervisory duties: Construction Loan Servicing Team
Job Type: Full-time, Exempt, Remote
Location: Kirkland, WA
Pay range: $80,000 – $100,000
About Us
We’re Tandem Servicing–a rapidly growing non-agency/business purpose loan servicer with a focus on construction and renovation loans. No two workdays are the same, so our team is comprised of individuals who aren’t afraid to roll up their sleeves and take care of business. Our team is energetic, fun, and committed to leading the industry by putting the relationship before the transaction.
About You
You bring extensive experience in construction loan administration and a passion for delivering best-in-class customer service, with a focus on building lasting relationships with borrowers. You’re highly skilled in portfolio risk management and thrive on creating reports that highlight KPIs and support effective portfolio oversight. Known for your creative problem-solving, sound judgment, and sharp risk assessment, you consistently balance customer-centric service with a strategic approach to risk.
As a leader and mentor, you enjoy developing your team, providing guidance, and fostering a collaborative environment where everyone thrives. You’re hands-on and willing to step in to help your team accomplish daily tasks while empowering them to reach their full potential.
Driven, tech-savvy, and adaptable to industry changes, you excel in a fast-paced, growth-focused workplace, contributing to both team success and organizational goals.
About the Job
The Construction and Renovation Loan Servicing Manager is responsible for overseeing the management, administration, and risk assessment of our construction and renovation loan portfolio. This role ensures the efficient servicing of loans, including monitoring project progress, evaluating budget & scope revisions, managing disbursements, and mitigating risks while maintaining compliance with company policies and note owner guidelines. The manager provides leadership to the Relationship Managers, which is our primary customer service team.
Roles and Responsibilities
Team Leadership and Supervision
Supervise and manage the performance of the relationship management team, including training, mentoring, and conducting performance evaluations.
Ensure the delivery of exceptional customer service by coaching team members on best practices and borrower engagement.
Foster a positive and collaborative team environment to enhance employee engagement and productivity.
Construction & Renovation Administration
Allocate and prioritize workloads to ensure timely completion of daily tasks, such as inspections, disbursements, and compliance checks.
Monitor project budgets, timelines, and borrower compliance with loan terms.
Maintain accurate records of loan activity, project milestones, and documentation in servicing systems.
Serve as the primary liaison for borrowers, builders, contractors, and third-party vendors to ensure clear communication and alignment on project progress.
Monitor for natural disasters, coordinate the ordering of disaster inspections, and assess final reports for damage. Oversee the communication between Relationship Managers and borrowers impacted by the disaster. Report damage and provide disaster inspections to note owners.
Manage loss draft / insurance claims process.
Partner with internal departments, including underwriting, compliance, and accounting, to address servicing needs and challenges.
Address escalated borrower inquiries and resolve complex servicing issues.
Monitor borrower feedback to identify and address service gaps.
Compliance and Risk Management
Ensure all loan servicing activities comply with federal, state, and local regulations, as well as internal policies and procedures and note owner guidelines.
Identify and mitigate risks related to project delays, budget overruns, or noncompliance.
Build, generate, and analyze reports on loan performance, disbursement activity, and portfolio trends.
Provide regular updates to senior management and other stakeholders on project and portfolio status.
For non-performing loans, partner with the Special Assets Officer to identify and communication solutions to the borrower.
Support internal and external audits by providing necessary documentation and implementing corrective actions when needed.
Process Improvement
Develop and implement policies, procedures, and best practices to enhance servicing efficiency and accuracy.
Evaluate and adopt technology solutions to improve loan servicing workflows and reporting.
Collaborate with underwriting and operations teams to streamline processes and ensure seamless project management.
Skills and Attributes
High school diploma or equivalent required; a bachelor’s degree in Business, Finance, or a related field is preferred.
Minimum 5 years of experience in construction and renovation loan servicing or a related field.
Minimum 3 years of experience in a management or leadership position.
Experience with disaster inspections and insurance claims.
Certification in construction lending or project management is a plus.
Excellent leadership, problem-solving, and decision-making skills.
Proficiency in loan servicing software and Microsoft Office Suite.
Exceptional communication and interpersonal abilities.
Commitment to building relationships with customers, vendors, team members and investors.
Able to maintain composure in stressful situations including dealing with difficult customers.
Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. The employee in this position must be able to read, write, speak and understand English with exceptional fluency.
Tandem Servicing offers a hybrid work environment for some positions, which means employees perform their duties remotely or in person and will be expected to check email, phone, and text messages throughout the day and respond in a timely fashion consistent with a normal company workday. Tandem Servicing’s expectations for hybrid work performance boils down to our mission statement: Real and Lasting Mutual Success.
To apply, please send your resume and cover letter to careers@raincitycapital.com
Posted 02/14/2025