INVESTOR REPORTING TRACK: Standards, Controls & Special Servicing - Reporting Challenges Across Capital Sources
Investor reporting is fragmenting as capital sources introduce unique structures and expectations. This session examines why requirements are often manual and bespoke, how to set the right level of review, manage rising Special Servicing activity, and track investor advances with accuracy and transparency, plus practical ways servicers can adapt processes, controls, and staffing to stay ahead of growing complexity.
Speakers
Moderator
Chelsea Towner is a Senior Portfolio Manager with Gantry, Inc. Having joined Gantry in 2007 as a servicing team member based in its Seattle office, she has been involved in all aspects of loan servicing and portfolio management, including inspections, insurance, financial analysis, escrow management and banking. Chelsea manages portfolios for both cashiered and non-cashiered life company and CMBS lenders, and she heads the tax function team for Gantry’s portfolio. Chelsea is committed to giving Borrowers and Lenders a high quality customer service experience while providing a deep understanding of complex loan documents. Chelsea has been an active member in the MBA for many years. She earned her CCMS designation in 2023 and serves as the current Chair of the Asset Management Committee.
Speakers
Ashley Fair joined Merchants Capital in 2014, serving in internal audit and cash management roles, and currently leads the GNMA, FNMA, FHLMC, and balance sheet Investor Reporting team. Merchants Capital primarily originates and services multifamily loans on Merchants Bank’s balance sheet and on behalf of agency investors, totaling $38 billion in unpaid principal balance. The portfolio requires investor reporting for proprietary and agency securitized pools, bank loan participations, private label sub-servicing portfolios, reconciliations, and construction lending. Prior to her time at Merchants, Ashley has extensive experience in retail and mortgage banking.
Brad Hager is an Operations Manager II in the Investor Reporting department at Midland Loan Services. He has been with the company for 8 years, all of which has been within Investor Reporting. In his current role, he oversees daily remittances and reporting, ensuring deliverables are met timely and accurately. He has also helped manage relationships between Midland Investor Reporting and Special Servicers for the department over the past 6 years.
Leslie Hayton leads Trimont’s CMBS Asset Management team, overseeing a group of commercial real estate professionals responsible for the ongoing surveillance of more than 16,000 loans totaling over USD 400B in UPB, including conduit, SASB and agency structures. With more than 30 years of experience in financial services, Leslie has held a range of leadership roles in master and primary servicing, spanning operations, compliance, rating agency relationships, finance and investor reporting. Her deep expertise in financial controls, operations, technology strategy, and loan servicing informs her approach to asset management. A recognized thought leader in the industry, Leslie is a frequent speaker on servicing topics, regularly serves on industry panels, and has authored numerous articles. She also maintains active involvement in industry trade groups, both in current and historical leadership capacities.
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