Mortgage Processing Contact Center 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.

In Short

• Lead a borrower-facing team driving loan progress from qualification through approval.
• Coach and motivate your team to improve borrower engagement and increase conversion.
• Monitor and optimize daily call center operations.
• Manage the borrower-side pipeline ensuring efficiency in document collection.
• Track and analyze performance metrics to drive results.
• Collaborate with cross-functional teams to enhance borrower experience.
• Provide structured coaching and training to team members.
• Identify workflow inefficiencies and implement improvements.
• Ensure compliance with internal and external quality guidelines.
• Foster a culture of accountability and responsiveness within the team.

Requirements

• 5+ years of experience in mortgage or consumer lending.
• 3+ years of leadership experience, preferably in call center management.
• Strong understanding of borrower engagement and document collection.
• Excellent communication and leadership skills.
• Highly organized and data-minded.
• Experience with manufactured housing or chattel loans is a plus.
• Fluency in Spanish is preferred.
• Must reside in specified states for employment eligibility.

Benefits

• Competitive salary with potential for bonuses.
• Equity in the company.
• Remote work flexibility.
• Comprehensive health coverage.
• Generous paid time off.
• Training and licensing support.
• Access to wellbeing programs.
• Parental leave support.
• Opportunities for career growth.
• Supportive and inclusive company culture.