Loan Counselor [Bilingual Spanish Only]

Zippy • Dallas, TX

85d

About The Position

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.

Requirements

• 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 – OneDrive (Microsoft systems), Asana and our proprietary custom built software.
• Fluent in Spanish.

Nice To Haves

• 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.

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.

Benefits

• Competitive salary with the potential for annual bonuses and variable pay.
• Equity in the company for all employees.
• Remote work flexibility.
• Comprehensive health coverage including medical, dental, and vision insurance.
• Flexible Spending Accounts for medical & dependent care.
• Training & licensing support.
• Generous paid time off (PTO).
• Access to wellbeing programs.
• Paid parental leave.
• No Meeting Wednesdays.
• Vibrant Slack community.
• Opportunities for career growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees