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MortgagePoint » Your Trusted Source for Mortgage Banking and Servicing News 30 December 2025 C O V E R S T O R Y GREENBAUM: Automation is power- ful—but field conditions are nuanced, and the wrong kind of automation can misinterpret critical risks. Our philos- ophy is: AI does the repeatable work. Humans do the judgment work. • AI handles tasks requiring volume and consistency: labeling photos, detecting anomalies, verifying GPS, flagging risks, and identifying miss- ing requirements. • Humans assess complex structural issues, interpret nuanced damage, handle homeowner interactions, and determine conveyance readiness. We design systems so inspectors spend more time on decisions and less on documentation; back-office staff focus on exceptions; and AI provides a second set of eyes, not a substitute. Q: How are companies like Safeguard managing to maintain service quality and compliance standards despite financial pressure from pricing models that may not have been updated? GREENBAUM: Safeguard succeeds by aggressively optimizing operational efficiency: • AI-driven QA and audit reduce rework and prevent curtailments. • Better routing and mobile workflows minimize drive time. • Training programs stabilize vendor performance. • Data-driven vendor capacity manage- ment ensures assignment accuracy. • Automation reduces overhead, preserving vendor payments. We remove inefficiency rather than reduce quality. Q: Labor shortages continue to challenge preservation firms nationwide. What are the biggest hurdles you face when recruiting and retaining qualified field contractors today? GREENBAUM: Key challenges: • Gig workers expect faster pay cycles, routing, and minimal paperwork. • Skill mismatch between general gig labor and preservation requirements. • Rising fuel and insurance costs. • Coverage gaps in rural regions. Safeguard addresses this with app-based assignments, video training, realistic ex- pectations, and consistent work volume. 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? GREENBAUM: Younger workers expect mobile tools, fast communication, feed- back loops, transparency, and flexible work. Safeguard adapts through: • Modernized mobile app interfaces • In-app messaging and automated reminders • Video-based training • Gamified dashboards for perfor- mance and capacity This improves onboarding, reten- tion, and productivity. Q: There has been notable consolidation across field services and related sectors in recent years. How is this reshaping the competitive landscape? GREENBAUM: Consolidation has cre- ated fewer, larger national players with the scale to invest in technology. Smaller providers struggle with fluctuating volumes and compliance requirements. Safeguard's national infrastructure and technology depth give it an advantage in this environment. Q: Are there opportunities for greater collaboration across preservation, asset management, and mortgage servicing that the industry hasn't fully capitalized on yet? GREENBAUM: Yes—significant oppor- tunities exist: • Unified data models for preserva- tion, valuations, inspections, and asset disposition • Shared AI-driven risk scoring • Consolidated vendor performance tracking • Better integration of insurance loss draft workflows • Standardized occupancy verification approaches The technology exists—the coordi- nation can be enhanced. Q: What are the "blind spots" you think the industry still has: areas that aren't getting enough attention but will be critical for long-term sustainability? GREENBAUM: Critical blind spots include: • Occupancy verification accuracy • Aging vendor workforce • Climate-driven damages are increas- ing in frequency and cost • Underutilization of remote sensors, cameras, and robotics • Data interoperability gaps across servicing ecosystem • Fraud detection opportunities using AI that remain underdeveloped Safeguard is actively building solu- tions to address these blind spots.