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Zippy · 1 month ago

Mortgage Processing Contact Center Manager (Remote - Dallas, San Antonio or Phoenix)

United States

Full-time

Remote

Senior Level

5+ years exp

Zippy is a company focused on simplifying the loan process for manufactured homes, providing a digital experience for borrowers. The Borrower Success Manager will lead a team to ensure efficient loan processing from qualification to approval, emphasizing borrower engagement and operational excellence.

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 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

Qualification

Mortgage lending experiencePipeline managementLeadership experienceData analysisBorrower communicationCall center operationsTeam motivationEmpathetic leadershipProcess improvementOperational executionSpanish fluency

Required

5+ years of experience in mortgage or consumer lending with strong familiarity in borrower engagement, document collection, and condition management

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

Preferred

3+ years of leadership experience, call center leadership experienced strongly preferred

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.