Servicing is in my DNA.

For more than two decades, I’ve worked shoulder to shoulder with teams navigating compliance, investor reporting, document chaos, and the day-to-day challenges of mortgage servicing. I’ve been involved in nearly every process, from loan boarding to default, and I know just how much weight servicing teams carry to keep the industry running.

Along the way, I led strategic technology transformation efforts inside servicing organizations. We automated workflows, modernized systems, and made real progress. But even with the best tools available at the time, there were limits. Incremental improvements mattered, but they never changed the game.

Not Leaving Servicing – Transforming It

After decades in servicing ops, I wasn’t ready to walk away from the industry. Servicing is what I know best – it’s where I’ve invested my career, and where my heart is. But I was ready for a new challenge: one that let me tackle the problems I knew all too well, without the constraints of legacy systems and outdated approaches.

That’s what I saw at Livegage. Not another shiny “solution” that looks good in a demo but falls apart in the real world. This was technology built by people who understand servicing as deeply as I do. And when I saw how AI was being applied to the exact problems I’ve wrestled with for years, I knew I wanted to be part of it.

AI Where It Matters Most

Because I’ve been involved in every process, I know where automation and AI can deliver some of the biggest impacts.

• Compliance: Not just flagging misses after the fact, but predicting potential breaches before they become bigger issues.
• Documents: Automatically identifying, classifying, and indexing records to eliminate endless, inefficient processes
• Investor Accounting: Automating reconciliations and digging teams out from under their spreadsheets to focus on exception management
• Investor & Servicer Analytics: Eliminating the reactive nature of exception management for servicers and delivering specialized tools and servicer data to investors to improve returns 

These aren’t theoretical improvements. They’re real solutions to just some of the pain points I’ve experienced, and seeing Livegage bring them to life convinced me that this is real, not hype.  And there are so many more opportunities for process transformation that can only be built with the right combination of technology and servicing expertise.

Why This Leap Matters

I joined Livegage because I know what servicing teams go through every day – and I know they deserve better tools. After decades of watching incremental solutions fall short, I believe AI finally gives us the opportunity to entirely reimagine servicing.

This isn’t about me leaving servicing behind. It’s about staying in it – just from a new angle – and helping to build the solutions I always wished my teams and I had.

In this blog series, I’ll share insights from both sides of the table: the servicer’s perspective on what’s broken, and the innovator’s view on how AI can finally make a difference. My goal is to spark a conversation across the industry with those who know the challenges – and want to find a better way forward.

Servicing isn’t going anywhere, but with the right technology, the way we manage it can finally change.

About This Series

This post is part of an ongoing series where I share insights from my journey—from decades in servicing operations to helping Livegage clients unlock the full potential of their solutions. Each post explores where servicing struggles today, and how technology designed by servicing experts can finally make a difference.