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MortgagePoint » Your Trusted Source for Mortgage Banking and Servicing News 28 December 2025 C O V E R S T O R Y audit, vendor management, risk, compli- ance, and HR—that smaller firms sim- ply can't afford. These resources keep us aligned with evolving regulations and ensure policies remain current. Vendor turnover adds another layer of complexity. Many new entrants lack risk awareness, while experienced providers exit the market. To bridge this gap, we share information to help partners understand client needs and improve conveyance bids using HUD's cost estimator. Despite these efforts, we often absorb costs to meet HUD's strict timelines and avoid "mortgagee neglect" designations. Our QC team, supported by AI, conducts thorough reviews to maintain quality and return work for corrections when needed. This process not only safeguards compliance but also helps contractors learn and close gaps, reduc- ing repeat issues. Q: Labor shortages continue to challenge preservation firms nationwide. What are the biggest hurdles you face when recruiting and retaining qualified field contractors today? RAY: The top hurdles facing property preservation today include unfair pric- ing, low volumes, and rural, fragmented portfolios. After six years of COVID for- bearances and loss mitigation efforts— without inspections—the portfolio is in its worst condition yet. Deferred maintenance has led to widespread mold and structural damage, making many properties unsafe for contractors and driving some out of the space. Recruitment now demands creative strategies; old tactics no longer work. Retaining qualified partners requires transparent, two-way communication and encouraging diversification into SFR turns, maintenance, and conventional property management—similar skillsets that help sustain their businesses. With GFS now part of the Genstone family, there's a stronger opportunity to support partners in growth and diversification. Q: How do generational shifts in the workforce— especially younger workers' expectations for technology, flexibility, and communication— affect the way you structure field operations or training programs? RAY: We're evolving our leadership and communication strategies to meet the needs of a diverse workplace. By us- ing the channels our teams and partners prefer—whether text, email, or phone— we ensure transparency and maintain an open flow of information. Our younger team members, who embrace new technology, play a key role in driving AI adoption and boosting productivity. Q: How is Genstone leveraging technology to improve efficiency or compliance in field services today? RAY: Genstone is transforming prop- erty preservation through advanced technology and AI. Our new asset-level system centralizes data for risk miti- gation, tracks REO sales, and ensures accurate billing. Integrated vendor management streamlines onboarding, performance tracking, and automated work assignments based on SLA and capacity. We've partnered with a leading weather data provider for real-time portfolio oversight, enabling proac- tive measures during disasters—from monitoring 900 assets during California wildfires to guiding hurricane prep and snow removal. Clients have access to branded portals for live updates, forecasts, and dashboards. These inno- vations have boosted efficiency, reduced costs, and virtually eliminated trip fees for snow removals —delivering smarter, faster service nationwide. AI-driven photo analysis creates precise punch lists for REO and FHA properties, accelerating bids and com- pliance. "As the economy slows, despite the consolidation, new players will enter the space." —Denia Ray, SVP, National Field Services, Genstone Field Services