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

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.

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.

Key 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 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 across team members.

Condition Fulfillment & Borrower Engagement

• Ensure your team executes proactive outreach (calls, texts, emails) to obtain borrower documents and resolve outstanding conditions.

• Monitor and drive turnaround speed - how fast the team can get required items in the door - while maintaining accuracy and borrower satisfaction.

• Equip the team to handle objections, clarify next steps, and keep borrowers motivated to complete their loan journey.

• Serve as the escalation manager for borrower or partner challenges requiring immediate resolution, ensuring issues are addressed quickly and effectively.

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.

• Provide field insights and feedback to help design better workflows and tools for condition management and borrower outreach.

• You’re naturally curious about tools and systems - if something’s slowing the team down, you’re the first to flag it and partner with Product or L&D to fix it.

• Identify opportunities to improve communication flows, borrower education, and team efficiency.

Compliance & Leadership

• Reinforce adherence to lending regulations, internal policies, and NMLS requirements.

• Lead both licensed and unlicensed team members with integrity and ethical standards that align with Zippy’s values.

• Teach and reinforce Zippy’s borrower-first, ethical approach to lending and sales.

• Ensure accuracy and quality in all borrower interactions and documentation efforts.

Qualifications

• 5+ years of experience in mortgage or consumer lending with strong familiarity in borrower engagement, document collection, and condition management.

• 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.

Ideal Candidate Profile

You thrive in fast-paced, results-oriented environments where success is measured by impact and momentum. You’re a natural motivator who blends operational rigor with people-first leadership - just as comfortable jumping on the phones as you are strategizing at a high level. You analyze data to make informed decisions, collaborate across departments to improve systems, and are relentless about helping your team be more effective every day. You model Zippy’s values of owning it, being results driven, and the golden rule while driving exceptional borrower experiences that lead to tangible business growth.

Important Applicant Information

• While many of our interviews are conducted virtually, all applicants should be prepared to potentially meet in person as part of the process.

• As a participating employer, we will use E-Verify to confirm employment eligibility.

• Please note that we are currently only hiring candidates who reside in the following states: 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, and Wisconsin. Applicants that do not reside in the bolded states will be rejected.

Total Rewards

At Zippy, we're passionate about creating a workplace where people love to work. We put a lot of heart into building and nurturing a company culture that not only supports our team but also inspires them to do their best work.

Our benefits and perks are always evolving, but here’s what we offer right now:

• 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.

Beyond the tangible benefits:

• Core Values: At the heart of everything we do are our core values: Lead with Passion, Own It, Build a Better Way, Results Driven, and The Golden Rule. These values guide our decisions, shape our culture, and inspire us to achieve our best every day.

• Join a Growing Team: Be part of a dynamic team at a pivotal moment in Zippy’s growth, where every contribution makes a significant impact.

• Innovative Work: Collaborate with sharp, passionate teammates to tackle unique challenges in the Manufactured Housing market, positioning our product as a top-tier lending solution.

• Supportive Culture: You’ll be welcomed into a collaborative environment that fosters camaraderie, respect, and a deep sense of belonging.

• Diversity & Inclusion: We’re committed to empowering a diverse and inclusive workforce, celebrating our differences, and ensuring everyone feels safe to bring their whole selves to work.

• Inspirational Leadership: Work alongside leaders who are not only approachable but also dedicated to providing guidance, mentorship, and support to help you succeed.

• Meaningful Impact: Be part of a mission-driven team that’s making housing more affordable for everyone, helping prospective buyers secure fast and simple online loans to purchase manufactured homes. By joining Zippy you will help improve the lives of over 22 million Americans who live in manufactured homes today.

Zippy is an equal opportunity employer that is committed to diversity and inclusion. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. If you are excited about the role but do not meet 100% of the qualifications listed above, we encourage you to apply. Nothing in this job posting should be construed as an offer or guarantee of employment.