Borrower Success Manager - Remote

Overview

As Zippy’s Borrower Success Manager, you’ll lead a borrower-facing team responsible for driving loan progress from qualification through approval, ensuring every borrower feels supported from start to finish.

In Short

• Lead, mentor, and motivate a high-performing team of Zippy Guide Associates.
• Maintain a daily coaching rhythm including call listening and feedback.
• Own the borrower-side pipeline from qualification to approval.
• Ensure proactive outreach to obtain borrower documents and resolve conditions.
• Oversee daily call center operations managing outreach volumes.
• Partner with Sales, Underwriting, and Community/Dealer teams.
• Monitor and optimize staffing and scheduling for balanced coverage.
• Reinforce adherence to lending regulations and internal policies.
• Drive consistency in communication quality and borrower follow-through.
• Provide training and licensing support for team members.

Requirements

• 5+ years of experience in mortgage or consumer lending.
• 2+ years managing a call center or borrower success team.
• Demonstrated ability to motivate teams and drive results.
• Deep understanding of pipeline management and borrower communication.
• Excellent communicator with a clear, confident leadership style.
• NMLS licensed or willing to obtain licensing within 60 days.
• Experience with manufactured housing or chattel loans is a plus.
• Fluent in Spanish is preferred.

Benefits

• Competitive salary with potential for bonuses.
• Equity in the company for all employees.
• Remote work flexibility in a dynamic environment.
• Comprehensive health coverage including medical, dental, and vision.
• Generous paid time off.
• Access to wellbeing programs and resources.
• Paid parental leave to support growing families.
• Career growth opportunities with a focus on internal promotions.
• Supportive company culture focused on diversity and inclusion.
• Innovative work environment tackling unique challenges.