Director of Client Success & Servicing
Crebrid+WCL, Plano, TX, United States
About the Company
Crebrid is a nationally recognized private lender specializing in real estate investment financing. With headquarters in Dallas and Plano, Texas, we operate as a trusted digital credit bridge, leveraging advanced technology and deep sector expertise to deliver a streamlined and transparent lending experience. Supported by Barings - an institutional investment manager with over $400 billion in assets - Crebrid offers the financial strength, operational stability, and industry credibility relied upon by real estate investors across the country. We maintain a professional, collaborative, and performance-driven culture where individual contributions directly support our organizational success.
About the Role
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).
Key Responsibilities
Leadership & Department Management
- 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.
Loan Servicing Operations
- 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.
Construction Draw Oversight
- 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.
Technology & Systems Management
- 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.
Process Optimization
- Evaluate existing workflows and implement operational improvements.
- Design scalable systems and procedures that support business growth.
- Develop documentation, SOPs, and servicing best practices.
Risk Management & Compliance
- Ensure servicing operations adhere to internal policies and regulatory requirements.
- Monitor portfolio performance and identify servicing discrepancies or operational risks.