Zippy
Mortgage Processing Contact Center Manager (Remote - Dallas, San Antonio or Phoe
Zippy, San Antonio, Texas, United States, 78208
Mortgage Processing Contact Center Manager (Remote – Dallas, San Antonio or Phoenix)
Join Zippy as a Mortgage Processing Contact Center Manager and lead our remote-first contact center team focused on manufactured‑home loan processing.
Base Pay $90,000.00/yr – $100,000.00/yr
Company Overview Zippy is dedicated to simplifying manufactured‑home lending with a fully online, digital experience. Headquartered in Dallas, TX, with a satellite office in Tempe, AZ, we serve borrowers throughout the United States and offer competitive pay, equity, and a range of benefits.
The Role As the Borrower Success Manager, you will lead a borrower‑facing team responsible for moving loans through qualification to approval. Your team of Zippy Guide Associates will be the primary point of contact for borrowers, community partners, and dealer partners.
This dynamic leadership role blends people development, operational execution, and performance management, with a focus on compliance and borrower experience.
Key Responsibilities Team Leadership & Coaching
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 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 faces challenges, pick up the phone, handle a borrower conversation, and model our approach.
Inspire a performance culture rooted in accountability, responsiveness, and borrower success.
Drive consistency in communication quality, borrower follow‑through, and the use of systems and tools.
Pipeline & Production Management
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 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 balance pipeline loading across team members.
Ensure the team executes proactive outreach (calls, texts, emails) to obtain borrower documents and resolve outstanding conditions.
Contact Center Operations
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.
Cross‑Functional Partnership & Process Improvement
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.
Qualifications
5+ years’ experience in mortgage or consumer lending, with strong familiarity in borrower engagement, document collection, and condition management.
3+ years’ leadership experience; call‑center leadership strongly preferred.
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.
Experience with manufactured housing or chattel loans is a strong plus.
Preferred location: Dallas, Phoenix, or San Antonio.
Fluent in Spanish strongly preferred.
Important Applicant Information
While many interviews are virtual, all applicants should be prepared to potentially meet in person as part of the process.
Z‑Verify is used to confirm employment eligibility.
We are currently hiring candidates who reside in the following states: Arizona, Connecticut, Florida, Georgia, Illinois, Indiana, Louisiana, Maryland, Michigan, Missouri, Montana, Nebraska, Nevada, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, and Wisconsin.
Total Rewards
Competitive Compensation: Salary with potential annual bonuses and variable pay.
Equity for All: All employees receive equity in the company.
Remote Work: Flexible work from home in a dynamic remote‑first environment.
Comprehensive Health Coverage: Medical, dental, vision, STD, LTD, and life insurance.
Flexible Spending Accounts: Medical & dependent care FSAs.
Training & Licensing Support: Resources for professional growth.
Paid Time Off: Generous PTO and encouragement to use it.
Well‑being Programs: Headspace, Gympass+, Fetch, Spring Health, SoFi, Perkspot, Ladder, and more through Sequoia Well‑being Programs.
Parental Leave: Paid leave for new parents.
No Meeting Wednesdays: Mid‑week break from meetings.
Vibrant Slack Community: Engaging Slack channels for shared interests.
Career Growth: Promotion from within and growth opportunities.
Beyond the Tangible Benefits
Core Values: Lead with Passion, Own It, Build a Better Way, Results Driven, The Golden Rule.
Join a Growing Team: Make a significant impact at a pivotal moment in Zippy’s growth.
Innovative Work: Tackle unique challenges in the manufactured‑home market.
Supportive Culture: Collaborative environment fostering respect and belonging.
Diversity & Inclusion: Empower a diverse workforce and ensure safety for all.
Inspirational Leadership: Guidance, mentorship, and support to help you succeed.
Meaningful Impact: Help make housing more affordable for over 22 million manufactured‑home residents.
Equal Opportunity Statement Zippy is an equal‑opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. If you are excited about the role but do not meet 100% of the qualifications listed, we encourage you to apply. Nothing in this posting constitutes an offer or guarantee of employment.
Compensation Range: $90,000 – $100,000
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Other
Referrals increase your chances of interviewing at Zippy by 2x.
#J-18808-Ljbffr
Base Pay $90,000.00/yr – $100,000.00/yr
Company Overview Zippy is dedicated to simplifying manufactured‑home lending with a fully online, digital experience. Headquartered in Dallas, TX, with a satellite office in Tempe, AZ, we serve borrowers throughout the United States and offer competitive pay, equity, and a range of benefits.
The Role As the Borrower Success Manager, you will lead a borrower‑facing team responsible for moving loans through qualification to approval. Your team of Zippy Guide Associates will be the primary point of contact for borrowers, community partners, and dealer partners.
This dynamic leadership role blends people development, operational execution, and performance management, with a focus on compliance and borrower experience.
Key Responsibilities Team Leadership & Coaching
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 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 faces challenges, pick up the phone, handle a borrower conversation, and model our approach.
Inspire a performance culture rooted in accountability, responsiveness, and borrower success.
Drive consistency in communication quality, borrower follow‑through, and the use of systems and tools.
Pipeline & Production Management
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 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 balance pipeline loading across team members.
Ensure the team executes proactive outreach (calls, texts, emails) to obtain borrower documents and resolve outstanding conditions.
Contact Center Operations
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.
Cross‑Functional Partnership & Process Improvement
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.
Qualifications
5+ years’ experience in mortgage or consumer lending, with strong familiarity in borrower engagement, document collection, and condition management.
3+ years’ leadership experience; call‑center leadership strongly preferred.
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.
Experience with manufactured housing or chattel loans is a strong plus.
Preferred location: Dallas, Phoenix, or San Antonio.
Fluent in Spanish strongly preferred.
Important Applicant Information
While many interviews are virtual, all applicants should be prepared to potentially meet in person as part of the process.
Z‑Verify is used to confirm employment eligibility.
We are currently hiring candidates who reside in the following states: Arizona, Connecticut, Florida, Georgia, Illinois, Indiana, Louisiana, Maryland, Michigan, Missouri, Montana, Nebraska, Nevada, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, and Wisconsin.
Total Rewards
Competitive Compensation: Salary with potential annual bonuses and variable pay.
Equity for All: All employees receive equity in the company.
Remote Work: Flexible work from home in a dynamic remote‑first environment.
Comprehensive Health Coverage: Medical, dental, vision, STD, LTD, and life insurance.
Flexible Spending Accounts: Medical & dependent care FSAs.
Training & Licensing Support: Resources for professional growth.
Paid Time Off: Generous PTO and encouragement to use it.
Well‑being Programs: Headspace, Gympass+, Fetch, Spring Health, SoFi, Perkspot, Ladder, and more through Sequoia Well‑being Programs.
Parental Leave: Paid leave for new parents.
No Meeting Wednesdays: Mid‑week break from meetings.
Vibrant Slack Community: Engaging Slack channels for shared interests.
Career Growth: Promotion from within and growth opportunities.
Beyond the Tangible Benefits
Core Values: Lead with Passion, Own It, Build a Better Way, Results Driven, The Golden Rule.
Join a Growing Team: Make a significant impact at a pivotal moment in Zippy’s growth.
Innovative Work: Tackle unique challenges in the manufactured‑home market.
Supportive Culture: Collaborative environment fostering respect and belonging.
Diversity & Inclusion: Empower a diverse workforce and ensure safety for all.
Inspirational Leadership: Guidance, mentorship, and support to help you succeed.
Meaningful Impact: Help make housing more affordable for over 22 million manufactured‑home residents.
Equal Opportunity Statement Zippy is an equal‑opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. If you are excited about the role but do not meet 100% of the qualifications listed, we encourage you to apply. Nothing in this posting constitutes an offer or guarantee of employment.
Compensation Range: $90,000 – $100,000
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Other
Referrals increase your chances of interviewing at Zippy by 2x.
#J-18808-Ljbffr