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

Zippy•Dallas, TX

11d•Remote

About The Position

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. The Role As Zippy’s Borrower Success Manager, you’ll lead a borrower-facing team responsible for driving loan progress from qualification through approval. Your team of Zippy Guide Associates serves as the primary point of contact for borrowers, community partners, and soon dealer partners - ensuring conditions are satisfied quickly, documentation is complete, and every borrower feels supported from start to finish. This is a dynamic high-impact leadership role blending people development, operational execution, and performance management. You’ll coach and motivate your team to improve borrower engagement, accelerate document collection, and increase conversion - all while upholding compliance and a consistent borrower experience. Your focus will be on effectiveness: how well the team is driving the pipeline forward, resolving blockers, and achieving measurable results. Note: This team does not handle loan processing directly - their focus is on proactive borrower outreach and condition/document collection that keeps loans moving toward funding.

Requirements

5+ years of experience in mortgage or consumer lending with strong familiarity in borrower engagement, document collection, and condition management.
3+ years of leadership experience, call center leadership experienced 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.

Nice To Haves

Experience with manufactured housing or chattel loans is a strong plus.
Fluent in Spanish is strongly preferred.

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 team 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 hits challenges, you’re comfortable picking up the phone, handling a borrower conversation, and modeling how it’s done the Zippy way.
Inspire a performance culture rooted in accountability, responsiveness, and borrower success.
Drive consistency in communication quality, borrower follow-through, and 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 on required items 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 maintain balanced pipeline loading across team members.
Ensure your 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.

Benefits

Competitive Compensation : We offer a competitive salary with the potential for annual bonuses and variable pay, depending on your skills and experience.
Equity for All: As a part of our commitment to shared success, all employees receive equity in the company, allowing you to share in the growth and achievements of Zippy.
Remote Work : Enjoy the flexibility of working from home in a dynamic, remote-first environment.
Comprehensive Health Coverage : We provide medical, dental, and vision insurance, along with company-subsidized benefits like STD, LTD, and life insurance for you and your family.
Flexible Spending Accounts : Take advantage of medical & dependent care FSAs to help manage your expenses.
Training & Licensing Support : We invest in your professional growth with resources for training and licensing.
Paid Time Off : We offer generous PTO—and we encourage you to use it!
Wellbeing Programs : Access a variety of wellbeing resources, including Headspace, Gympass+, Fetch, Spring Health, SoFi, Perkspot, Ladder, and more through our Sequoia Wellbeing Programs.
Parental Leave : We provide paid parental leave to support you and your growing family.
No Meeting Wednesdays : Enjoy a mid-week break from meetings to focus and recharge.
Vibrant Slack Community : Engage with colleagues in our lively remote Slack community, featuring fun channels that connect people around shared interests like travel, pets, sports, food, and more.
Career Growth : We believe in promoting from within, offering you opportunities to grow your career with us.