Borrower Success Manager; Remote - Dallas, San Antonio or Phoenix

Borrower Success Manager (Remote - Dallas, San Antonio or Phoenix)

Join Zippy as a Borrower Success Manager. Zippy is dedicated to simplifying manufactured home loans with a fully online experience.

Zippy was founded with a mission to make getting a loan for a manufactured home simple, fast, and fully online. The remote‑first team is spread across many U.S. cities, and we offer competitive pay, stock options, and excellent benefits.

Zippy focuses exclusively on manufactured home loans and uses technology to provide a seamless digital borrower experience. Headquartered in Dallas, TX, with offices in Tempe, AZ, we support borrowers nationwide.

As Borrower Success Manager, you lead a borrower‑facing team that drives loan progress from qualification through approval. Your team of Zippy Guide Associates is the primary point of contact for borrowers, community partners, and future dealer partners.

• 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 and borrower engagement.
• Act as a role model by taking on borrower conversations when challenges arise.
• Drive consistency in communication quality and borrower follow‑through, and use systems and tools effectively.
• Own the borrower‑side pipeline from qualification to approval, ensuring efficiency in document and condition collection.
• Track daily and weekly metrics for contact rates, condition turnaround times, and conversion performance.
• Identify bottlenecks and intervene early to keep loans moving through the funnel.
• Partner closely with Sales, Underwriting, and Community/Dealer teams to align on production goals and maintain balanced pipeline loading.
• Ensure proactive outreach (calls, texts, emails) to obtain borrower documents and resolve outstanding conditions.
• Serve as the escalation manager for borrower or partner challenges requiring immediate resolution.
• Oversee daily call center operations—managing inbound/outbound outreach volumes, queue handling, and productivity.
• Monitor and optimize staffing, pipeline load, and scheduling for balanced coverage.
• Leverage call data, performance dashboards, and listening sessions to identify trends and coaching opportunities.
• Collaborate cross‑functionally to evaluate and implement tools that improve efficiency and borrower experience.
• Partner with Product, Sales, Learning & Development, and Operations to continuously refine borrower‑facing systems, messaging, and training.
• Prepare loan files for internal or external quality control audits and correct any quality issues proactively.
• Reinforce adherence to lending regulations, internal policies, and NMLS requirements.

• 5+ years in mortgage or consumer lending with strong borrower engagement, document collection, and condition management experience.
• 2+ years managing a call center or borrower success team in a high‑performance environment.
• 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.
• NMLS licensed or willing to obtain licensing within 60 days of hire.
• Experience with manufactured housing or chattel loans is a strong plus.
• Preferred location:
  Dallas, Phoenix, or San Antonio.
• Fluent in Spanish.

You thrive in fast‑paced, results‑oriented environments where success is measured by impact and momentum. You blend operational rigor with people‑first leadership, analyze data to make informed decisions, collaborate across departments, and are relentless about helping your team be more effective.

• Many interviews are conducted…