Loan Counselor

Zippy•Dallas, TX

2d•Remote

About The Position

As a Loan Counselor at Zippy, you will represent the organization and support customers on their homeownership journey. You will contact customers who are past due on their manufactured home loan payments, understand their financial situations, and work with them to establish viable solutions. The role calls for strong communication and negotiation skills, with the ability to balance assertiveness and empathy. Zippy is a remote-first company focused on providing online loans and insurance for manufactured home buyers. The company describes its mission as improving consumers’ financial outcomes and addressing the affordable housing crisis through technology and innovative solutions. This position is limited to candidates residing in the states listed in the posting.

Requirements

At least 2 years of experience in title processing or a similar role.
Proven track record of achieving outstanding customer satisfaction.
Comfort 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, including OneDrive (Microsoft systems), Asana, and Zippy’s proprietary software.
Residence in one of the states listed as eligible in the posting: 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, Utah, or Wisconsin.

Responsibilities

Make outbound calls to customers behind on home loan payments, demonstrating professionalism and empathy.
Handle inbound calls, answer account questions, discuss resolution options, and document each interaction.
Assess customers’ financial situations and reasons for payment delinquency, and collaborate with them to find suitable solutions.
Use negotiation skills to establish feasible payment plans or alternative arrangements in accordance with company policies and regulations.
Accurately document customer interactions and agreements in compliance with legal and company requirements.
Educate customers about timely payments, possible consequences of non-payment, and available support resources.
Resolve customer concerns and disputes effectively while maintaining positive, professional relationships.
Provide regular updates on collection efforts, identify trends, and recommend improvements to management.

Benefits

Competitive salary with potential annual bonuses and variable pay, depending on skills and experience.
Company equity for all employees.
Remote work in a remote-first environment.
Medical, dental, and vision insurance.
Company-subsidized short-term disability, long-term disability, and life insurance.
Medical and dependent care flexible spending accounts.
Training and licensing support.
Generous paid time off.
Wellbeing resources and programs.
Paid parental leave.
No Meeting Wednesdays.
Career growth opportunities, including promotion from within.