Mortgage Collections Specialist Bilingual Spanish

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 a Loan Counselor you will serve as the face of our organization, represent Zippy by providing best‑in‑class service and supporting the customers’ journey in home ownership. You will play a crucial role in reaching out to customers who are past due on their home loan payments. Your primary responsibility will be to engage with customers, understand their financial situations, and work collaboratively to establish viable solutions.

The ideal candidate will possess excellent communication skills, the ability to drive meaningful conversations, and the finesse to balance assertiveness with empathy.

Anticipated Responsibilities:

• Conduct outbound calls to our customers who are behind on home loan payments, demonstrating professionalism and empathy throughout interactions.

• Assess customers’ financial situations, understanding the reasons behind payment delinquency, and collaborate to find suitable solutions

• Utilize strong negotiation skills to establish feasible payment plans or alternative arrangements while adhering to company policies and regulations.

• Accurately document all customer interactions and agreements, ensuring compliance with legal and company requirements.

• Educate customers on the importance of timely payments, potential consequences of non‑payment, and available resources to support them.

• Resolve customer concerns and disputes effectively, maintaining a positive and professional relationship to encourage continued cooperation.

• Provide regular updates on collection efforts, identifying trends and recommending improvements to management

• Team player that is self‑motivated, creative, and solutions‑focused

• High attention to detail

• Growth mindset

• Desire to work in an innovative, fast‑paced & committed environment

• Communicative and open to feedback, and willing to give feedback to others

Qualifications:

• 2+ years of experience in collections or similar role

• Proven track record of achieving outstanding customer satisfaction

• Comfortable working in a fast‑paced startup environment

• Willingness to maintain and ensure a high level of integrity

• Excellent written and verbal communication skills

• Comfort learning new technologies – One Drive (Microsoft systems), Asana and our proprietary custom built software

• Fluent in Spanish

Important Applicant Information

• While many of our interviews are conducted virtually, all applicants should be prepared to potentially meet in person as part of the process.

• As a participating employer, we will use E‑Verify to confirm employment eligibility.

• Please note that we are currently only 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. Applicants that do not reside in the bolded states will be rejected.

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At Zippy, we’re passionate about creating a workplace where people love to work. We put a lot of heart into building and nurturing a company culture that not only supports our…