Borrower Success Manager

October 16

🌵 Arizona – Remote

Although this job is listed in Arizona, this company may be open to hiring remote in other states.

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Zippy

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Finance • Fintech • Real Estate

Zippy is a company that specializes in providing home loans, loan servicing, insurance services, and technology solutions related to lending. Zippy Loans, LLC is a direct lender offering competitive loan rates and options for new and pre-owned homes, with a fully online lending process. The company emphasizes a modern approach to lending, making the process easy and accessible without needing to visit a bank. Zippy also offers insurance services through its subsidiary Zippy Insurance Services, LLC. With a commitment to supporting customers throughout the lending journey, Zippy aims to help individuals realize their homeownership dreams. Zippy is a family of companies, including Zippy Loans, LLC, Zippy Loan Servicing, LLC, Zippy Insurance Services, LLC, and Zippy Technology, LLC.

51 - 200 employees

💸 Finance

💳 Fintech

🏠 Real Estate

📋 Description

• Lead, mentor, and motivate a high-performing team of Zippy Guide Associates through structured coaching, training, and daily engagement. • Maintain a daily coaching rhythm - including call listening, live feedback, and motivational team huddles to reinforce best practices and drive performance. • Listen to calls, review borrower interactions, and provide actionable feedback to improve connection, clarity, and borrower engagement. • Lead by example - when the team hits challenges, you’re comfortable picking up the phone, handling a borrower conversation, and modeling how it’s done the Zippy way. • Inspire a performance culture rooted in accountability, responsiveness, and borrower success. • Drive consistency in communication quality, borrower follow-through, and use of systems and tools. • Own the borrower-side pipeline from qualification to approval, ensuring efficiency and velocity in document and condition collection. • Track daily and weekly metrics for contact rates, condition turnaround times, and conversion performance. • Identify bottlenecks and intervene early to keep loans moving through the funnel. • Partner closely with Sales, Underwriting, and Community/Dealer teams to align on production goals and maintain balanced pipeline loading across team members. • Ensure your team executes proactive outreach (calls, texts, emails) to obtain borrower documents and resolve outstanding conditions. • Monitor and drive turnaround speed - how fast the team can get required items in the door - while maintaining accuracy and borrower satisfaction. • Equip the team to handle objections, clarify next steps, and keep borrowers motivated to complete their loan journey. • Serve as the escalation manager for borrower or partner challenges requiring immediate resolution, ensuring issues are addressed quickly and effectively. • Oversee daily call center operations - managing inbound and outbound outreach volumes, queue handling, and productivity. • Monitor and optimize staffing, pipeline load, and scheduling to ensure balanced coverage and maximum output. • Leverage call data, performance dashboards, and listening sessions to identify trends and coaching opportunities. • Collaborate cross-functionally to evaluate and implement tools (e.g., dialers, CRM workflows) that improve efficiency and borrower experience.

🎯 Requirements

• 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, drive results, and meet or exceed production goals. • Deep understanding of pipeline management, borrower communication, 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 a strong plus. • Preferred location: Dallas, Phoenix, or San Antonio. • Fluent in Spanish.

🏖️ Benefits

• Competitive Compensation: We offer a competitive salary with the potential for annual bonuses and variable pay, depending on your skills and experience. • Equity for All: As a part of our commitment to shared success, all employees receive equity in the company, allowing you to share in the growth and achievements of Zippy. • Remote Work: Enjoy the flexibility of working from home in a dynamic, remote-first environment. • Comprehensive Health Coverage: We provide medical, dental, and vision insurance, along with company-subsidized benefits like STD, LTD, and life insurance for you and your family. • Flexible Spending Accounts: Take advantage of medical & dependent care FSAs to help manage your expenses. • Training & Licensing Support: We invest in your professional growth with resources for training and licensing. • Paid Time Off: We offer generous PTO—and we encourage you to use it! • Wellbeing Programs: Access a variety of wellbeing resources, including Headspace, Gympass+, Fetch, Spring Health, SoFi, Perkspot, Ladder, and more through our Sequoia Wellbeing Programs. • Parental Leave: We provide paid parental leave to support you and your growing family. • No Meeting Wednesdays: Enjoy a mid-week break from meetings to focus and recharge. • Vibrant Slack Community: Engage with colleagues in our lively remote Slack community, featuring fun channels that connect people around shared interests like travel, pets, sports, food, and more. • Career Growth: We believe in promoting from within, offering you opportunities to grow your career with us.