Zippy
Mortgage Lending Contact Center Manager (Remote - Dallas, San Antonio or Phoenix
Zippy, Phoenix, Arizona, United States, 85003
Mortgage Lending Contact Center Manager (Remote - Dallas, San Antonio or Phoenix)
Join to apply for the
Mortgage Lending Contact Center Manager (Remote - Dallas, San Antonio or Phoenix)
role at
Zippy .
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.
Base pay range:
$90,000 – $100,000 per year.
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.
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 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.
Qualifications
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 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.
Experience with manufactured housing or chattel loans is a strong plus.
Preferred location: Dallas, Phoenix, or San Antonio.
Fluent in Spanish is strongly preferred.
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.
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
Competitive Compensation: We offer a competitive salary with the potential for annual bonuses and variable pay.
Equity for All: All employees receive equity in the company.
Remote Work: Flexibility to work from home in a remote‑first environment.
Comprehensive Health Coverage: Medical, dental, vision, STD, LTD, and life insurance.
Flexible Spending Accounts: Medical and dependent care FSAs.
Training & Licensing Support: Resources for professional growth.
Paid Time Off: Generous PTO.
Well‑being Programs: Headspace, Gympass+, Fetch, Spring Health, SoFi, Perkspot, Ladder, and more through Sequoia Wellbeing Programs.
Parental Leave: Paid parental leave.
No Meeting Wednesdays: Mid‑week break from meetings.
Vibrant Slack Community: Lively remote Slack community.
Career Growth: Promotion from within; opportunities to grow.
Beyond the tangible benefits, we embrace core values: Lead with Passion, Own It, Build a Better Way, Results Driven, and The Golden Rule. We are dedicated to fostering a diverse, supportive culture where collaboration, respect, and belonging thrive.
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.
Seniority level: Mid‑Senior level.
Employment type: Full‑time.
Job function: Other.
#J-18808-Ljbffr
Mortgage Lending Contact Center Manager (Remote - Dallas, San Antonio or Phoenix)
role at
Zippy .
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.
Base pay range:
$90,000 – $100,000 per year.
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.
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 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.
Qualifications
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 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.
Experience with manufactured housing or chattel loans is a strong plus.
Preferred location: Dallas, Phoenix, or San Antonio.
Fluent in Spanish is strongly preferred.
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.
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
Competitive Compensation: We offer a competitive salary with the potential for annual bonuses and variable pay.
Equity for All: All employees receive equity in the company.
Remote Work: Flexibility to work from home in a remote‑first environment.
Comprehensive Health Coverage: Medical, dental, vision, STD, LTD, and life insurance.
Flexible Spending Accounts: Medical and dependent care FSAs.
Training & Licensing Support: Resources for professional growth.
Paid Time Off: Generous PTO.
Well‑being Programs: Headspace, Gympass+, Fetch, Spring Health, SoFi, Perkspot, Ladder, and more through Sequoia Wellbeing Programs.
Parental Leave: Paid parental leave.
No Meeting Wednesdays: Mid‑week break from meetings.
Vibrant Slack Community: Lively remote Slack community.
Career Growth: Promotion from within; opportunities to grow.
Beyond the tangible benefits, we embrace core values: Lead with Passion, Own It, Build a Better Way, Results Driven, and The Golden Rule. We are dedicated to fostering a diverse, supportive culture where collaboration, respect, and belonging thrive.
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.
Seniority level: Mid‑Senior level.
Employment type: Full‑time.
Job function: Other.
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