Mortgage Processing Contact Center Manager

Yesterday

🌵 Arizona – Remote

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

🐊 Florida – Remote

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

+19 more states

🌵 Arizona – Remote 🐊 Florida – Remote 🌽 Illinois – Remote ⚜️ Louisiana – Remote 🦬 Montana – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🚗 Michigan – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🗿 South Dakota – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote 🧀 Wisconsin – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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Zippy

WebsiteLinkedInAll Job Openings

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 and analyze daily/weekly metrics for contact rates, condition turnaround times, and conversion performance, driving faster turnaround on required items while maintaining accuracy and borrower satisfaction. • Identify bottlenecks early and intervene to keep loans moving, equipping the team to handle objections, clarify next steps, and keep borrowers engaged. Serve as the escalation point for borrower or partner issues requiring fast, effective resolution. • Ensure loan files adhere to internal and external quality guidelines, lending regulations, and internal policies. • 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. • 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. • Partner with Product, Sales, Learning & Development, and Operations to continuously refine borrower-facing systems, messaging, and training. • Identify opportunities to improve communication flows, borrower education, and team efficiency.

🎯 Requirements

• 5+ years of experience in mortgage or consumer lending with strong familiarity in borrower engagement, document collection, and condition management. • 3+ years of leadership experience, call center leadership experienced strongly preferred. • 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. • Experience with manufactured housing or chattel loans is a strong plus. • Preferred location: Dallas, Phoenix, or San Antonio. • Fluent in Spanish is strongly preferred.

🏖️ 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.