BREAKOUT SESSION: Best Practices for Closing-to-Servicing Handoff
A smooth transition from Closing to Servicing is key to loan performance, borrower satisfaction, and operational efficiency. This session covers best practices for data integrity, document transfer, compliance, and borrower communication. Learn how to address common challenges like missing information, misaligned expectations, and servicing setup delays. Hear about stakeholder roles and enhancing collaboration to minimize risk and streamline the process. (Focus: Asset Management, Closing, Compliance, Legal, Servicing/Operations)
Speakers
Moderator
As District Capital’s Managing Director, Crystal wears many different hats. She uses her extensive experience and knowledge of the mortgage banking process to create a bridge between lenders & borrowers. She does this by shepherding loans from the closing process all the way through to servicing for the life of the loan. Throughout her career she has been very active with the MBA. She has served as Chair of the Servicer Council Board, has led numerous committees and has most recently joined COMBOG. She also was an integral part of creating the Certified Commercial Mortgage Servicing designation.
Speakers
Laura Brooks is the Loan Servicing Manager/VP-Loan Administration at Pacific Southwest Realty Services (PSRS), responsible for overseeing the Loan Servicing Department, a 10-member team that handles a current servicing portfolio of $6.9 billion. She is based in San Diego, CA and joined PSRS in September 1996 as a Property Management Accountant, moved over to Loan Servicing/Corporate Accounting in 1998, then took on the position of Loan Servicing Manager/VP-Loan Administration in June 2007. Laura received a BS in Business Administration-Accounting from San Diego State University and is an active member of MBA, participating in various committees including the Servicer Council, Small Servicers Committee, Servicing Operations Committee and Asset Management Committee.
Jennifer Shedden is a Senior Vice President, Senior Portfolio Manager with Colliers Mortgage in Charlotte, NC. She leads a team responsible for asset management and loan servicing functions for a portfolio of life insurance company loans. Prior to joining Colliers in 2023, Jennifer was with Grandbridge Real Estate Capital, a subsidiary of Truist Bank, for 20 years and has servicing experience with insurance company, Freddie Mac, CMBS and bank portfolios across all property types. She earned the Commercial Certified Mortgage Servicer (CCMS) designation in 2023. She received her Bachelor of Science degree with double majors in Finance and Management Information Systems from the University of North Carolina at Charlotte.
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