Borrower Success Manager - Remote

Overview

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. Backed by institutional investors, we offer competitive pay, stock options, and excellent benefits. At Zippy, we pride ourselves on our commitment to finance happiness through the power of home. We are dedicated to enhancing consumers' financial outcomes and tackling the affordable housing crisis through cutting-edge technology and innovative solutions.

As Zippy’s Borrower Success Manager, you’ll lead a borrower-facing team responsible for driving loan progress from qualification through approval. Your team of Zippy Guide Associates serves as the primary point of contact for borrowers, community partners, and soon dealer partners - ensuring conditions are satisfied quickly, documentation is complete, and every borrower feels supported from start to finish.

This is a dynamic high-impact leadership role blending people development, operational execution, and performance management. You’ll coach and motivate your team to improve borrower engagement, accelerate document collection, and increase conversion - all while upholding compliance and a consistent borrower experience. Your focus will be on effectiveness: how well the team is driving the pipeline forward, resolving blockers, and achieving measurable results.

In Short

• Lead and mentor a team of Zippy Guide Associates in a remote-first environment.
• Drive loan progress from qualification through approval.
• Focus on borrower engagement and document collection.
• Ensure compliance with lending regulations and internal policies.
• Monitor and optimize call center operations and performance metrics.
• Collaborate with cross-functional teams to improve borrower experience.
• Provide coaching and feedback to enhance team performance.
• Manage borrower-side pipeline efficiently.
• Promote a culture of accountability and borrower success.
• Engage in proactive outreach to resolve borrower conditions.

Requirements

• 5+ years of experience in mortgage or consumer lending.
• 2+ years managing a call center or borrower success team.
• Strong familiarity with borrower engagement and document collection.
• Excellent communication and leadership skills.
• Ability to analyze data for informed decision-making.
• NMLS licensed or willing to obtain licensing.
• Experience with manufactured housing or chattel loans is a plus.
• Preferred location: Dallas, Phoenix, or San Antonio.
• Fluent in Spanish is a plus.

Benefits

• Competitive salary with potential for bonuses.
• Equity in the company for all employees.
• Comprehensive health coverage including medical, dental, and vision.
• Flexible work-from-home options.
• Paid time off and parental leave.
• Training and licensing support for professional growth.
• Wellbeing programs and resources.
• Career growth opportunities within the company.
• Supportive and inclusive company culture.
• Engaging remote community through Slack.