Borrower Success Manager (Remote - Dallas, San Antonio or Phoenix)Zippy • Dallas, TX, US
No longer accepting applications
Borrower Success Manager (Remote - Dallas, San Antonio or Phoenix)
Zippy • Dallas, TX, US
1 day ago
Job type
- Full-time
- Remote
Job descriptionMaintain a daily coaching rhythm, including call listening and live feedback. Provide actionable feedback to improve borrower engagement. Model the Zippy way during borrower conversations. Pipeline & Production Management Track daily and weekly metrics for contact rates and conversion. Identify bottlenecks and intervene early. Partner closely with Sales, Underwriting, and Community teams. Condition Fulfillment & Borrower Engagement Drive turnaround speed while maintaining accuracy. Equip the team to handle objections and keep borrowers motivated. Serve as the escalation manager for borrower or partner challenges. Contact Center Operations Monitor and optimize staffing and scheduling. Leverage performance dashboards to identify coaching opportunities. Collaborate cross-functionally to evaluate and implement tools. Cross-Functional Partnership & Process Improvement Provide field insights to refine borrower-facing systems. Identify opportunities to improve communication flows and team efficiency. Compliance & Leadership Lead with integrity and ethical standards aligned with Zippy values. Teach and reinforce borrower-first, ethical approach to lending and sales. 5+ years of experience in mortgage or consumer lending with strong familiarity in borrower engagement, document collection, and condition management. 2+ years managing a call center or borrower success team in a high-performance environment. Demonstrated ability to motivate teams and exceed production goals. Deep understanding of pipeline management and operational execution within regulated environments. Highly organized, data-minded, and skilled at identifying workflow inefficiencies. Excellent communicator with a clear, confident, and empathetic leadership style. NMLS licensed or willing to obtain licensing within 60 days of hire. Experience with manufactured housing or chattel loans is strongly preferred. Preferred location : Dallas, Phoenix, or San Antonio. Fluent in Spanish. Many interviews are conducted virtually; candidates should be prepared to meet in person as part of the process. As a participating employer, we will use E-Verify to confirm employment eligibility. We are currently hiring candidates who reside in the following states : Arizona, Connecticut, Florida, Georgia, Illinois, Indiana, Louisiana, Maryland, Michigan, Missouri, Montana, Nebraska, Nevada, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, and Wisconsin. Competitive Compensation : salary with potential for annual bonuses and variable pay. Equity for All : all employees receive equity in the company. Remote Work : flexibility of working from home in a remote-first environment. Comprehensive Health Coverage : medical, dental, vision, STD, LTD, and life insurance. Flexible Spending Accounts for medical and dependent care. Training and Licensing Support : resources for professional growth. Paid Time Off : generous PTO encouraging use. Wellbeing Programs : Headspace, Gympass+, Fetch, Spring Health, SoFi, Perkspot, Ladder, and more. Parental Leave : paid parental leave. No Meeting Wednesdays : mid-week break from meetings. Vibrant Slack Community : lively remote Slack community with fun channels. Career Growth : promotion from within offering growth opportunities. Lead with Passion, Own It, Build a Better Way, Results Driven, and The Golden Rule.
Borrower Success Manager (Remote - Dallas, San Antonio or Phoenix)
Zippy was founded with one mission : to make getting a loan for a manufactured home simple, fast, and fully online. We believe modern manufactured homes are affordable, well-built, eco-friendly, and stylish, but finding a lender who understands this market can be challenging. That's why Zippy focuses exclusively on manufactured home loans, offering a seamless, digital experience.
Headquartered in Dallas, TX, with an office in Tempe, AZ, Zippy provides home loans and insurance to manufactured home buyers throughout the United States. Our remote-first team is spread across cities like Dallas, Houston, Knoxville, Omaha, Philadelphia, Phoenix, and several other states and cities.
Key Responsibilities
- Team Leadership & Coaching
Lead, mentor, and motivate a high-performing team of Zippy Guide Associates.
Own the borrower-side pipeline from qualification to approval.
Execute proactive outreach to obtain borrower documents.
Oversee daily call center operations and queue handling.
Partner with Product, Sales, Learning & Development, and Operations.
Reinforce adherence to lending regulations and internal policies.
Qualifications
Ideal Candidate Profile
You thrive in fast-paced, results-oriented environments where success is measured by impact. You blend operational rigor with people-first leadership and are comfortable on the phone or at a strategic table. You analyze data to inform decisions, collaborate across departments, and relentlessly improve team effectiveness.
Important Applicant Information
Total Rewards
Core Values
Zippy is an equal opportunity employer that is committed to diversity and inclusion. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. If you are excited about the role but do not meet 100% of the qualifications listed above, we encourage you to apply. Nothing in this job posting should be construed as an offer or guarantee of employment.
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