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

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

• 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 – pick up the phone and handle borrower conversations to model the Zippy way when challenges arise.
• 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.
• 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.
• Ensure proactive outreach (calls, texts, emails) to obtain borrower documents and resolve outstanding conditions.
• Monitor and drive turnaround speed 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 needing immediate resolution.
• Oversee daily call center operations – managing inbound and outbound outreach volumes, queue handling, and productivity.
• Monitor and optimize staffing, pipeline load, and scheduling for balanced coverage and maximum output.
• Leverage call data, performance dashboards, and listening sessions to identify coaching opportunities.
• Collaborate cross-functionally to evaluate and implement tools that improve efficiency and borrower experience.
• Partner with Product, Sales, Learning & Development, and Operations to refine borrower-facing systems, messaging, and training.
• Provide field insights and feedback to design better workflows and tools for condition management and borrower outreach.
• Identify opportunities to improve communication flows, borrower education, and team efficiency.
• Reinforce adherence to lending regulations, internal policies, and NMLS requirements.
• Lead both licensed and unlicensed team members with integrity and ethical standards aligned 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

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

Total Rewards

Seniority Level

Employment Type

Job Function

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.

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