Full-Time Borrower Success Manager

Zippy is dedicated to enhancing consumers' financial outcomes and tackling the affordable housing crisis. As Zippy’s Borrower Success Manager, you’ll lead a borrower-facing team responsible for driving loan progress from qualification through approval. Your team serves as the primary point of contact for borrowers and community partners, ensuring conditions are satisfied quickly, documentation is complete, and every borrower feels supported from start to finish.

This is a dynamic 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, while upholding compliance and a consistent borrower experience. 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. Maintain a coaching rhythm, listen to calls, provide actionable feedback.
• Pipeline & Production Management: Own the borrower-side pipeline from qualification to approval, ensuring efficiency. Track daily/weekly metrics.
• Condition Fulfillment & Borrower Engagement: Ensure proactive outreach to obtain borrower documents and resolve conditions.
• Contact Center Operations: Oversee daily call center operations, managing outreach volumes, queue handling, and productivity.
• Cross-Functional Partnership & Process Improvement: Partner with Product, Sales, Learning & Development, and Operations to refine systems and training.
• Compliance & Leadership: Reinforce adherence to lending regulations, internal policies, and NMLS requirements.

Qualifications:

• 5+ years of experience in mortgage or consumer lending.
• 2+ years managing a call center or borrower success team.
• Demonstrated ability to motivate teams and drive results.
• Deep understanding of pipeline management.
• Excellent communicator with an empathetic leadership style.
• NMLS licensed or willing to obtain licensing within 60 days of hire.

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