Zippy · 3 months ago
Borrower Success Manager (Remote - Dallas, San Antonio or Phoenix)
United States
Full-time
Remote
Senior Level
5+ years expZippy is a company focused on simplifying the loan process for manufactured homes through a fully online experience. As the Borrower Success Manager, you will lead a team responsible for guiding borrowers through the loan process, ensuring effective communication and documentation collection, while maintaining compliance and enhancing borrower satisfaction.
FinanceFinancial ServicesFinTechLending
Responsibilities
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
Partner with Product, Sales, Learning & Development, and Operations to continuously refine borrower-facing systems, messaging, and training
Provide field insights and feedback to help design better workflows and tools for condition management and borrower outreach
Identify opportunities to improve communication flows, borrower education, and team efficiency
Reinforce adherence to lending regulations, internal policies, and NMLS requirements
Lead both licensed and unlicensed team members with integrity and ethical standards that align with Zippy’s values
Teach and reinforce Zippy’s borrower-first, ethical approach to lending and sales
Ensure accuracy and quality in all borrower interactions and documentation efforts
Qualification
Required
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
Preferred
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.
Company
Zippy
Zippy engages in providing a simple, online, and fast loan.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$78.4MKey Investors
ETHZillaBrand Foundry Ventures
2025-12-15Series Unknown· $19M
2025-12-10Corporate Round· $21.1M
2024-10-11Series Unknown· $19.57M
Leadership Team
Jordan Bucy
Co-Founder, President & COO
Christopher Donsbach
Head of Community Partnerships
Recent News
2025-12-16
2025-12-11
thefly.com
2025-12-11
Company data provided by crunchbase