Director

• Lead and oversee customer service operations within the Loan Servicing department Drive process improvements to ensure timely, compliant, and efficient loan servicing functions Implement AI tools and collaborate with the Salesforce team to enhance departmental systems Ensure regulatory compliance while managing risk, borrower communication, and internal reporting Manage customer service operations and department workflow Ensure construction draw requests are being processed in a timely manner Oversee distribution of monthly borrower statements Monitor property insurance compliance by tracking notices and initiating placed insurance as needed Ensure that borrowers are current on their loans and late notices are sent when needed Initiate default proceedings as required, in compliance with legal and regulatory standards Prepare weekly and monthly reports regarding all aspects of the department Manage loan maturity extensions and loan modifications Oversee asset preservation and property inspections Manage borrower status updates and welcome calls Monitor property tax status and address issues proactively Manage incoming notices regarding property violations and permit violations Ensure SOC 1 and SOC Compliance Collaborate with the Salesforce team to improve the loan servicing system (LOS) Implement and optimize AI tools for departmental efficiency

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