Loss Mitigation Specialist

Zippy • Dallas, TX

18h • Remote

About The Position

Zippy is seeking an experienced Loss Mitigation Program Specialist to play a key role in the continued development and expansion of our Loss Mitigation program. This position is designed for an experienced mortgage servicing professional with a strong background in loss mitigation, default servicing, and collections. Experience with manufactured housing and chattel loan servicing is strongly preferred and will receive priority consideration. This is not simply a pipeline-management role. The successful candidate will have the opportunity to help shape, standardize, and mature Zippy’s Loss Mitigation function by establishing processes, developing workflows, identifying operational gaps, strengthening reporting and controls, and helping build a scalable framework that supports both our borrowers and our growing servicing organization. The ideal candidate is highly analytical, process-oriented, detail-focused, and comfortable operating in an environment where processes are continuing to evolve. This individual should be equally comfortable managing borrower-specific loss mitigation files and stepping back to evaluate how the overall program can operate more efficiently and effectively. The Loss Mitigation Program Specialist will work closely with Collections, Customer Service, Bankruptcy, Legal, Compliance, Underwriting, and Servicing leadership to ensure borrower assistance strategies are effective, properly documented, compliant, and aligned with applicable investor and business requirements.

Requirements

• Minimum of three (3) years of mortgage servicing experience.
• Three (3) to five (5) years of direct Loss Mitigation experience, including borrower hardship evaluation and the recommendation or administration of workout solutions.
• Three (3) to five (5) years of collections experience, preferably within mortgage servicing, manufactured housing finance, or consumer lending.
• Demonstrated understanding of borrower financial information, including hardship letters, income documentation, bank statements, pay stubs, and financial statements.
• Strong working knowledge of mortgage servicing, default servicing, delinquency management, bankruptcy processes, and loss mitigation workflows.
• Demonstrated ability to manage an active pipeline while balancing competing priorities, deadlines, borrower needs, and operational requirements.
• Experience developing, improving, or documenting operational processes and procedures.
• Strong analytical and problem-solving abilities with the ability to identify trends, exceptions, and process gaps.
• Strong Microsoft Excel skills, including filtering, sorting, pivot tables, lookups, data analysis, and working with large data sets.
• Excellent written and verbal communication skills, including the ability to navigate sensitive and complex borrower conversations.
• Exceptional attention to detail and commitment to accurate documentation.
• Ability to work independently, exercise sound judgment, and take ownership of initiatives from identification through implementation.

Nice To Haves

• Manufactured housing and/or chattel loan servicing experience strongly preferred. Candidates with direct chattel servicing or loss mitigation experience will receive priority consideration.
• Five (5) or more years of experience within manufactured housing, chattel lending, mortgage default servicing, or a closely related servicing environment.
• Experience working with FICS or a comparable loan servicing platform.
• Experience interpreting and applying investor-specific loss mitigation and servicing requirements.
• Familiarity with CFPB servicing requirements and other applicable consumer financial regulations.
• Previous experience helping establish, rebuild, or significantly enhance a Loss Mitigation, Default Servicing, or borrower assistance function.
• Experience developing operational reporting, dashboards, quality controls, or workflow improvements.
• Experience participating in system implementations, process automation, or servicing technology enhancements.
• Bilingual English/Spanish skills are a plus.

Responsibilities

• Manage an active pipeline of delinquent accounts requiring loss mitigation evaluation, follow-up, and resolution.
• Review borrower financial information, hardship circumstances, and supporting documentation to evaluate eligibility for available loss mitigation solutions.
• Evaluate and recommend appropriate borrower assistance strategies, including repayment plans, payment deferrals, loan modifications, voluntary surrenders, and other available retention or liquidation solutions.
• Communicate clearly and professionally with borrowers regarding available options, required documentation, decisions, expectations, and next steps.
• Maintain consistent follow-up to ensure files progress timely and do not remain unnecessarily stagnant.
• Escalate complex borrower situations or exceptions to the appropriate leadership, Compliance, Legal, or servicing resource.
• Serve as a subject matter expert for Zippy’s Loss Mitigation program and borrower assistance processes.
• Help build and formalize a scalable Loss Mitigation operating model as the servicing organization continues to grow.
• Develop, document, implement, and continuously improve standard operating procedures, workflows, decision trees, documentation standards, and escalation paths.
• Identify gaps, inefficiencies, manual processes, and areas of operational risk within existing workflows and recommend practical solutions.
• Help establish consistent processes for intake, financial review, eligibility determination, approval, documentation, execution, monitoring, and completion of loss mitigation solutions.
• Partner with leadership to develop clear roles, responsibilities, service-level expectations, and handoffs between Loss Mitigation and other servicing functions.
• Develop and maintain reporting that provides visibility into Loss Mitigation pipeline activity, aging, approvals, denials, resolutions, borrower outcomes, and operational trends.
• Monitor portfolio and pipeline performance to identify trends, bottlenecks, recurring issues, and opportunities for improvement.
• Assist leadership in establishing meaningful key performance indicators and performance expectations for the Loss Mitigation function.
• Perform detailed account and data analysis to support operational decisions and program enhancements.
• Help establish quality assurance and control processes to ensure files are handled accurately, consistently, and completely.
• Ensure account activity and loss mitigation decisions are documented accurately and timely within applicable servicing systems.
• Partner closely with Compliance and Legal to ensure processes align with applicable regulatory requirements, investor guidelines, bankruptcy requirements, and internal policies.
• Collaborate with Collections, Customer Service, Bankruptcy, Legal, Underwriting, and other servicing partners to move accounts toward appropriate resolution.
• Participate in the development of training materials, job aids, procedures, and internal resources as the Loss Mitigation program continues to mature.
• Support the onboarding and development of future Loss Mitigation team members as the function grows.

Benefits

• Competitive salary with the potential for annual bonuses and variable pay
• Equity in the company
• Medical, dental, and vision insurance
• Company-subsidized benefits like STD, LTD, and life insurance
• Medical & dependent care FSAs
• Training and licensing support
• Generous PTO
• Wellbeing programs (Headspace, Gympass+, Fetch, Spring Health, SoFi, Perkspot, Ladder)
• Paid parental leave
• No Meeting Wednesdays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed