Director of Client Success & Servicing
About The Position
The Director of Client Success & Servicing will lead and transform our loan servicing department. This role is responsible for overseeing all servicing operations, including payment processing, construction draw management, escrow oversight, and borrower support. The ideal candidate brings deep expertise in hard money lending, private lending, or traditional mortgage servicing, combined with strong operational leadership and technical capabilities. This leader will play a critical role in restructuring and optimizing the servicing team, implementing scalable processes, and leveraging technology to improve efficiency, reporting, and borrower experience. This is a hands-on leadership position for someone who thrives in a fast-paced environment and can drive operational excellence while building a high-performing team. The Director will report directly to the Chief Operating Officer (COO).
Requirements
- Bachelor's degree preferred; equivalent combination of education and experience considered
- 7+ years of experience in loan servicing, private/hard money lending, or mortgage operations
- 3+ years in a leadership or management role
- Strong experience with construction draws and servicing operations
- Advanced Excel skills and comfort working with data and reporting
- Experience with loan servicing platforms (Baseline experience preferred)
- Strong operational mindset with experience restructuring or scaling teams
- Proven ability to implement technology improvements and process automation
- Strong analytical, organizational, and problem-solving skills
- Excellent communication and leadership capabilities
Responsibilities
- Lead, mentor, and develop the loan servicing and construction draws team.
- Establish clear processes, accountability, and performance standards across the department.
- Assess current workflows and restructure the servicing function to improve efficiency and scalability.
- Foster a culture of ownership, operational excellence, and continuous improvement.
- Oversee all servicing activities including: Payment processing Escrow management Loan modifications Delinquencies and collections Construction draw administration
- Ensure accuracy, compliance, and consistency in servicing operations.
- Manage the construction draw process including review of documentation, inspections, project milestones, and fund disbursements.
- Ensure proper allocation and tracking of loan proceeds for construction projects.
- Utilize and optimize the company’s servicing platform (Baseline) to streamline operations.
- Identify and implement system enhancements, integrations, and automation opportunities.
- Leverage advanced Excel and data analysis to track performance, reporting, and operational insights.
- Evaluate existing workflows and implement operational improvements.
- Design scalable systems and procedures that support business growth.
- Develop documentation, SOPs, and servicing best practices.
- Ensure servicing operations adhere to internal policies and regulatory requirements.
- Monitor portfolio performance and identify servicing discrepancies or operational risks.
- Implement quality control procedures and corrective actions when necessary.
- Track key servicing metrics, portfolio performance, and borrower trends.
- Deliver reporting and strategic insights to leadership to support decision making.
- Oversee borrower communications and ensure high levels of professionalism and responsiveness.
- Resolve complex borrower issues and escalations.
- Develop strategies that improve the overall borrower experience.
- Partner closely with internal teams including: Originations (Sales, Underwriting, CE (processing), Capital Markets, Legal)
- Ensure alignment across departments to support efficient loan lifecycle management.
Benefits
- Comprehensive medical, dental, and vision coverage with employer-subsidized premiums
- Company-sponsored 401(k) retirement plan
- Paid time off (PTO), including vacation, sick time, and company-recognized holidays
- Employer-paid basic life insurance with optional supplemental coverage
- Annual performance-based bonus eligibility, where applicable
- Professional development, learning opportunities, and room to grow in your career
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What This Job Offers
Job Type
Full-time
Career Level
Manager
