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Today’s mortgage servicing leaders face the multifaceted task of addressing industry disruptions while providing steadfast guidance to their teams amid economic fluctuations. Leadership in our evolving field extends far beyond operational management — it requires foresight, innovation, and the ability to position teams for long-term success in an ever-changing environment.
My professional journey has underscored the critical role of transformation and continuous adaptation in mortgage servicing. Effective leadership demands a forward-looking perspective, where identifying opportunities for innovation and improvement is essential to remaining both competitive and compliant in this complex industry.
In an industry where regulations loom large and market dynamics are in constant flux, leaders must ensure their teams are resilient, well-prepared, and aligned with compliance standards. Building teams capable of thriving in this environment hinges on fostering a culture of growth, innovation, and accountability.
Over the past five years, the mortgage servicing landscape has undergone significant transformations, particularly during and after the COVID-19 pandemic. The widespread adoption of remote work and hybrid models created new demands for managers, who had to balance maintaining productivity, meeting service-level agreements, and sustaining employee engagement without traditional oversight tools.
Confidence in decision-making is essential, but so is the humility to learn from missteps.
In my own organization, we’ve experienced a comprehensive shift — from being a default-focused servicer to expanding into new product categories, such as high-performing jumbo loans. This required overhauling communication strategies, rewriting call center scripts, and providing thorough training to ensure the team fully understood their new responsibilities. These changes represented a complete evolution in expectations, not just procedures.
Additionally, we’ve navigated the complexities of scaling our business while maintaining our identity as a specialty servicer. While growth allowed us to compete on pricing and process efficiencies, it also demanded agility in addressing unique client needs. For example, expanding our expertise in business-purpose loans naturally led to developing processes for products like debt-service coverage ratio (DSCR) loans, multi-collateral loans, and lines of credit. Each step required not only strategic planning but also careful adherence to regulatory requirements.
Effective leadership begins with clear communication and a commitment to transparency. Explaining the rationale behind decisions fosters team alignment and reduces resistance to change. By emphasizing the positive aspects of transformation and maintaining open dialogue, leaders can help their teams approach change with confidence and focus.
Leadership is rarely a solo endeavor — success depends on shared effort and mutual support.
To lead effectively in this space, it’s vital to regularly observe and analyze every aspect of operational processes. This enables the identification of opportunities to streamline workflows and enhance training. At Fay Servicing, we’ve implemented a Core Servicing Functional Training program designed to immerse team members in our diverse product offerings and compliance requirements. This allows employees to transition between roles and better handle emerging challenges.
In a heavily regulated industry, building robust communication channels between governance teams and operational staff is essential. This approach ensures regulatory requirements are understood and seamlessly integrated into day-to-day processes. For example, when we expanded into commercial servicing, our operators needed in-depth training to manage these accounts effectively while also adhering to compliance standards. Similarly, introducing new payment technologies required collaboration across departments to ensure compliance protocols were upheld without disrupting service quality.
Through my years of experience, I’ve learned invaluable lessons that aspiring leaders — particularly women — can apply in the dynamic mortgage servicing industry. First and foremost, developing deep expertise in your field is indispensable. Staying informed about regulatory updates, industry trends, and best practices not only builds credibility but also equips you to lead confidently and make well-informed decisions. Equally important is the ability to make decisions and take ownership of them. Confidence in decision-making is essential, but so is the humility to learn from missteps. In this fast-paced industry, hesitation can lead to missed opportunities, yet thoughtful reflection on outcomes fosters personal and professional growth.
Effective leadership begins with clear communication and a commitment to transparency.
Leadership is rarely a solo endeavor, and leveraging your network is critical. Knowing when to seek input, collaborate, or rely on the collective expertise of your team can make all the difference. Success often depends on this shared effort and mutual support. Additionally, it’s important to embrace the fact that career progression in this industry is rarely linear. Aligning yourself with leaders who provide honest, constructive feedback — both positive and critical — creates opportunities for meaningful development and long-term success.
By adhering to these principles, I’ve been able to lead with purpose, ensuring my teams are empowered to excel in a compliance-driven, dynamic environment. As leaders, our ultimate responsibility is to support our teams’ growth, cultivate resilience, and prepare them for the evolving challenges of our industry. When we achieve this, everyone benefits — from our employees to our borrowers and clients and the communities we serve. n
Kim Hare, President, Fay Servicing
Today’s mortgage servicing leaders face the multifaceted task of addressing industry disruptions while providing steadfast guidance to their teams amid economic fluctuations. Leadership in our evolving field extends far beyond operational management — it requires foresight, innovation, and the ability to position teams for long-term success in an ever-changing environment.
My professional journey has underscored the critical role of transformation and continuous adaptation in mortgage servicing. Effective leadership demands a forward-looking perspective, where identifying opportunities for innovation and improvement is essential to remaining both competitive and compliant in this complex industry.
In an industry where regulations loom large and market dynamics are in constant flux, leaders must ensure their teams are resilient, well-prepared, and aligned with compliance standards. Building teams capable of thriving in this environment hinges on fostering a culture of growth, innovation, and accountability.
Over the past five years, the mortgage servicing landscape has undergone significant transformations, particularly during and after the COVID-19 pandemic. The widespread adoption of remote work and hybrid models created new demands for managers, who had to balance maintaining productivity, meeting service-level agreements, and sustaining employee engagement without traditional oversight tools.
Confidence in decision-making is essential, but so is the humility to learn from missteps.
In my own organization, we’ve experienced a comprehensive shift — from being a default-focused servicer to expanding into new product categories, such as high-performing jumbo loans. This required overhauling communication strategies, rewriting call center scripts, and providing thorough training to ensure the team fully understood their new responsibilities. These changes represented a complete evolution in expectations, not just procedures.
Additionally, we’ve navigated the complexities of scaling our business while maintaining our identity as a specialty servicer. While growth allowed us to compete on pricing and process efficiencies, it also demanded agility in addressing unique client needs. For example, expanding our expertise in business-purpose loans naturally led to developing processes for products like debt-service coverage ratio (DSCR) loans, multi-collateral loans, and lines of credit. Each step required not only strategic planning but also careful adherence to regulatory requirements.
Effective leadership begins with clear communication and a commitment to transparency. Explaining the rationale behind decisions fosters team alignment and reduces resistance to change. By emphasizing the positive aspects of transformation and maintaining open dialogue, leaders can help their teams approach change with confidence and focus.
Leadership is rarely a solo endeavor — success depends on shared effort and mutual support.
To lead effectively in this space, it’s vital to regularly observe and analyze every aspect of operational processes. This enables the identification of opportunities to streamline workflows and enhance training. At Fay Servicing, we’ve implemented a Core Servicing Functional Training program designed to immerse team members in our diverse product offerings and compliance requirements. This allows employees to transition between roles and better handle emerging challenges.
In a heavily regulated industry, building robust communication channels between governance teams and operational staff is essential. This approach ensures regulatory requirements are understood and seamlessly integrated into day-to-day processes. For example, when we expanded into commercial servicing, our operators needed in-depth training to manage these accounts effectively while also adhering to compliance standards. Similarly, introducing new payment technologies required collaboration across departments to ensure compliance protocols were upheld without disrupting service quality.
Through my years of experience, I’ve learned invaluable lessons that aspiring leaders — particularly women — can apply in the dynamic mortgage servicing industry. First and foremost, developing deep expertise in your field is indispensable. Staying informed about regulatory updates, industry trends, and best practices not only builds credibility but also equips you to lead confidently and make well-informed decisions. Equally important is the ability to make decisions and take ownership of them. Confidence in decision-making is essential, but so is the humility to learn from missteps. In this fast-paced industry, hesitation can lead to missed opportunities, yet thoughtful reflection on outcomes fosters personal and professional growth.
Effective leadership begins with clear communication and a commitment to transparency.
Leadership is rarely a solo endeavor, and leveraging your network is critical. Knowing when to seek input, collaborate, or rely on the collective expertise of your team can make all the difference. Success often depends on this shared effort and mutual support. Additionally, it’s important to embrace the fact that career progression in this industry is rarely linear. Aligning yourself with leaders who provide honest, constructive feedback — both positive and critical — creates opportunities for meaningful development and long-term success.
By adhering to these principles, I’ve been able to lead with purpose, ensuring my teams are empowered to excel in a compliance-driven, dynamic environment. As leaders, our ultimate responsibility is to support our teams’ growth, cultivate resilience, and prepare them for the evolving challenges of our industry. When we achieve this, everyone benefits — from our employees to our borrowers and clients and the communities we serve. n
Kim Hare, President, Fay Servicing
Today’s mortgage servicing leaders face the multifaceted task of addressing industry disruptions while providing steadfast guidance to their teams amid economic fluctuations. Leadership in our evolving field extends far beyond operational management — it requires foresight, innovation, and the ability to position teams for long-term success in an ever-changing environment.
My professional journey has underscored the critical role of transformation and continuous adaptation in mortgage servicing. Effective leadership demands a forward-looking perspective, where identifying opportunities for innovation and improvement is essential to remaining both competitive and compliant in this complex industry.
In an industry where regulations loom large and market dynamics are in constant flux, leaders must ensure their teams are resilient, well-prepared, and aligned with compliance standards. Building teams capable of thriving in this environment hinges on fostering a culture of growth, innovation, and accountability.
Over the past five years, the mortgage servicing landscape has undergone significant transformations, particularly during and after the COVID-19 pandemic. The widespread adoption of remote work and hybrid models created new demands for managers, who had to balance maintaining productivity, meeting service-level agreements, and sustaining employee engagement without traditional oversight tools.
Confidence in decision-making is essential, but so is the humility to learn from missteps.
In my own organization, we’ve experienced a comprehensive shift — from being a default-focused servicer to expanding into new product categories, such as high-performing jumbo loans. This required overhauling communication strategies, rewriting call center scripts, and providing thorough training to ensure the team fully understood their new responsibilities. These changes represented a complete evolution in expectations, not just procedures.
Additionally, we’ve navigated the complexities of scaling our business while maintaining our identity as a specialty servicer. While growth allowed us to compete on pricing and process efficiencies, it also demanded agility in addressing unique client needs. For example, expanding our expertise in business-purpose loans naturally led to developing processes for products like debt-service coverage ratio (DSCR) loans, multi-collateral loans, and lines of credit. Each step required not only strategic planning but also careful adherence to regulatory requirements.
Effective leadership begins with clear communication and a commitment to transparency. Explaining the rationale behind decisions fosters team alignment and reduces resistance to change. By emphasizing the positive aspects of transformation and maintaining open dialogue, leaders can help their teams approach change with confidence and focus.
Leadership is rarely a solo endeavor — success depends on shared effort and mutual support.
To lead effectively in this space, it’s vital to regularly observe and analyze every aspect of operational processes. This enables the identification of opportunities to streamline workflows and enhance training. At Fay Servicing, we’ve implemented a Core Servicing Functional Training program designed to immerse team members in our diverse product offerings and compliance requirements. This allows employees to transition between roles and better handle emerging challenges.
In a heavily regulated industry, building robust communication channels between governance teams and operational staff is essential. This approach ensures regulatory requirements are understood and seamlessly integrated into day-to-day processes. For example, when we expanded into commercial servicing, our operators needed in-depth training to manage these accounts effectively while also adhering to compliance standards. Similarly, introducing new payment technologies required collaboration across departments to ensure compliance protocols were upheld without disrupting service quality.
Through my years of experience, I’ve learned invaluable lessons that aspiring leaders — particularly women — can apply in the dynamic mortgage servicing industry. First and foremost, developing deep expertise in your field is indispensable. Staying informed about regulatory updates, industry trends, and best practices not only builds credibility but also equips you to lead confidently and make well-informed decisions. Equally important is the ability to make decisions and take ownership of them. Confidence in decision-making is essential, but so is the humility to learn from missteps. In this fast-paced industry, hesitation can lead to missed opportunities, yet thoughtful reflection on outcomes fosters personal and professional growth.
Effective leadership begins with clear communication and a commitment to transparency.
Leadership is rarely a solo endeavor, and leveraging your network is critical. Knowing when to seek input, collaborate, or rely on the collective expertise of your team can make all the difference. Success often depends on this shared effort and mutual support. Additionally, it’s important to embrace the fact that career progression in this industry is rarely linear. Aligning yourself with leaders who provide honest, constructive feedback — both positive and critical — creates opportunities for meaningful development and long-term success.
By adhering to these principles, I’ve been able to lead with purpose, ensuring my teams are empowered to excel in a compliance-driven, dynamic environment. As leaders, our ultimate responsibility is to support our teams’ growth, cultivate resilience, and prepare them for the evolving challenges of our industry. When we achieve this, everyone benefits — from our employees to our borrowers and clients and the communities we serve. n
Kim Hare, President, Fay Servicing
Today’s mortgage servicing leaders face the multifaceted task of addressing industry disruptions while providing steadfast guidance to their teams amid economic fluctuations. Leadership in our evolving field extends far beyond operational management — it requires foresight, innovation, and the ability to position teams for long-term success in an ever-changing environment.
My professional journey has underscored the critical role of transformation and continuous adaptation in mortgage servicing. Effective leadership demands a forward-looking perspective, where identifying opportunities for innovation and improvement is essential to remaining both competitive and compliant in this complex industry.
In an industry where regulations loom large and market dynamics are in constant flux, leaders must ensure their teams are resilient, well-prepared, and aligned with compliance standards. Building teams capable of thriving in this environment hinges on fostering a culture of growth, innovation, and accountability.
Over the past five years, the mortgage servicing landscape has undergone significant transformations, particularly during and after the COVID-19 pandemic. The widespread adoption of remote work and hybrid models created new demands for managers, who had to balance maintaining productivity, meeting service-level agreements, and sustaining employee engagement without traditional oversight tools.
Confidence in decision-making is essential, but so is the humility to learn from missteps.
In my own organization, we’ve experienced a comprehensive shift — from being a default-focused servicer to expanding into new product categories, such as high-performing jumbo loans. This required overhauling communication strategies, rewriting call center scripts, and providing thorough training to ensure the team fully understood their new responsibilities. These changes represented a complete evolution in expectations, not just procedures.
Additionally, we’ve navigated the complexities of scaling our business while maintaining our identity as a specialty servicer. While growth allowed us to compete on pricing and process efficiencies, it also demanded agility in addressing unique client needs. For example, expanding our expertise in business-purpose loans naturally led to developing processes for products like debt-service coverage ratio (DSCR) loans, multi-collateral loans, and lines of credit. Each step required not only strategic planning but also careful adherence to regulatory requirements.
Effective leadership begins with clear communication and a commitment to transparency. Explaining the rationale behind decisions fosters team alignment and reduces resistance to change. By emphasizing the positive aspects of transformation and maintaining open dialogue, leaders can help their teams approach change with confidence and focus.
Leadership is rarely a solo endeavor — success depends on shared effort and mutual support.
To lead effectively in this space, it’s vital to regularly observe and analyze every aspect of operational processes. This enables the identification of opportunities to streamline workflows and enhance training. At Fay Servicing, we’ve implemented a Core Servicing Functional Training program designed to immerse team members in our diverse product offerings and compliance requirements. This allows employees to transition between roles and better handle emerging challenges.
In a heavily regulated industry, building robust communication channels between governance teams and operational staff is essential. This approach ensures regulatory requirements are understood and seamlessly integrated into day-to-day processes. For example, when we expanded into commercial servicing, our operators needed in-depth training to manage these accounts effectively while also adhering to compliance standards. Similarly, introducing new payment technologies required collaboration across departments to ensure compliance protocols were upheld without disrupting service quality.
Through my years of experience, I’ve learned invaluable lessons that aspiring leaders — particularly women — can apply in the dynamic mortgage servicing industry. First and foremost, developing deep expertise in your field is indispensable. Staying informed about regulatory updates, industry trends, and best practices not only builds credibility but also equips you to lead confidently and make well-informed decisions. Equally important is the ability to make decisions and take ownership of them. Confidence in decision-making is essential, but so is the humility to learn from missteps. In this fast-paced industry, hesitation can lead to missed opportunities, yet thoughtful reflection on outcomes fosters personal and professional growth.
Effective leadership begins with clear communication and a commitment to transparency.
Leadership is rarely a solo endeavor, and leveraging your network is critical. Knowing when to seek input, collaborate, or rely on the collective expertise of your team can make all the difference. Success often depends on this shared effort and mutual support. Additionally, it’s important to embrace the fact that career progression in this industry is rarely linear. Aligning yourself with leaders who provide honest, constructive feedback — both positive and critical — creates opportunities for meaningful development and long-term success.
By adhering to these principles, I’ve been able to lead with purpose, ensuring my teams are empowered to excel in a compliance-driven, dynamic environment. As leaders, our ultimate responsibility is to support our teams’ growth, cultivate resilience, and prepare them for the evolving challenges of our industry. When we achieve this, everyone benefits — from our employees to our borrowers and clients and the communities we serve. n
Kim Hare, President, Fay Servicing
MaxClass is a woman-owned company, and we're offering MWLC members 65% off your continuing education when you use our code WOMENWIN.
MaxClass is a woman-owned company, and we're offering MWLC members 65% off your continuing education. Become a member for our unique code.
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MaxClass is a woman-owned company, and we're offering MWLC members 65% off your continuing education when you use our code WOMENWIN.
MaxClass is a woman-owned company, and we're offering MWLC members 65% off your continuing education. Become a member for our unique code.
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