Zippy

Manager

• Conduct thorough investigations to identify properties at risk of repossession.
• Assess the occupancy and lot rent status of each associated home.
• Ensure compliance with all local, state, and federal laws related to repossession.
• Collaborate with legal professionals to stay informed about any changes in regulations.
• Clearly communicate with our community partners delinquency status of loan and repossession plan.
• Communicate with investors to obtain appropriate approvals for repossession and remarketing plans.
• Work closely with internal teams, including legal, collections, and customer service, to streamline the repossession process.
• Maintain accurate and detailed records of all interactions, communications, and repossession activities.
• Prepare necessary documentation for legal proceedings.

Repossession Manager

• Conduct thorough investigations to identify properties at risk of repossession.
• Assess the occupancy and lot rent status of each associated home
• Ensure compliance with all local, state, and federal laws related to repossession.
• Collaborate with legal professionals to stay informed about any changes in regulations.
• Clearly communicate with our community partners delinquency status of loan and repossession plan
• Communicate with investors to obtain appropriate approvals for repossession and remarketing plans
• Work closely with internal teams, including legal, collections, and customer service, to streamline the repossession process.
• Maintain accurate and detailed records of all interactions, communications, and repossession activities.
• Prepare necessary documentation for legal proceedings.

Repossession Asset Manager

Controller

• Own all corporate accounting operations, including GL, revenue recognition, cost allocation, and partner with our Director of Loan Accounting on loan-level accounting.
• Lead monthly, quarterly, and annual close processes with speed, accuracy, and rigor.
• Prepare GAAP-compliant financial statements with supporting schedules, reconciliations, and audit-ready documentation.
• Manage external audit relationships and oversee annual financial statement audits.
• Develop internal dashboards and executive reporting packages to drive insights for senior leadership, board members, and capital partners.
• Drive cross-functional alignment with FP&A on forecasting, planning, and variance analysis.
• Serve as the right hand to the Finance leader in strategic finance initiatives.
• Collaborate on corporate budgeting, scenario modeling, and long-range financial planning.
• Support financial analyses to guide decision-making on growth strategy, capital allocation, and investor readiness.
• Partner on investor presentations, board materials, and capital markets transactions including forward flow, securitizations, or other structured finance instruments.
• Design and implement robust internal controls aligned with SOC 1 and institutional-grade compliance standards.
• Maintain up-to-date accounting policies, procedures, and documentation.
• Proactively identify risk areas or control gaps and drive remediation with cross-functional teams.
• Collaborate with Product and Engineering to operationalize compliance workflows within platform infrastructure.
• Oversee accounting treatment for loan originations, servicing, fee structures, reserves, and recoveries.
• Manage warehouse lending operations including draw reconciliations, interest tracking, and collateral reporting.
• Partner with Risk and Servicing to ensure end-to-end financial data integrity across delinquency and recovery workflows.
• Build reporting capabilities that support securitization, forward flow diligence, and institutional investor requirements.
• Lead accounting system upgrades and drive implementation of ERP platforms (e.g., NetSuite).
• Build scalable workflows that support geographic expansion and increasing product complexity.
• Identify and execute automation opportunities to improve reconciliation, close processes, and reporting timelines.
• Ensure accounting infrastructure can support a growing national footprint and capital structure innovation.

Corporate Controller

• 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.
• 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.
• Ensure your team executes proactive outreach (calls, texts, emails) to obtain borrower documents and resolve outstanding conditions.
• Oversee daily call center operations - managing inbound and outbound outreach volumes, queue handling, and productivity.
• Collaborate cross-functionally to evaluate and implement tools (e.g., dialers, CRM workflows) that improve efficiency and borrower experience.

Lending Contact Center Manager

Counselor

• Conduct outbound calls to our customers who are behind on home loan payments, demonstrating professionalism and empathy throughout interactions.
• Assess customers' financial situations, understanding the reasons behind payment delinquency, and collaborate to find suitable solutions
• Utilize strong negotiation skills to establish feasible payment plans or alternative arrangements while adhering to company policies and regulations.
• Accurately document all customer interactions and agreements, ensuring compliance with legal and company requirements.
• Educate customers on the importance of timely payments, potential consequences of non-payment, and available resources to support them.
• Resolve customer concerns and disputes effectively, maintaining a positive and professional relationship to encourage continued cooperation.
• Provide regular updates on collection efforts, identifying trends and recommending improvements to management

Loan Counselor, Bilingual Spanish

Operations

• Lead, mentor, and motivate a high-performing team of Zippy Guide Associates through structured coaching, training, and daily engagement.
• Own the borrower-side pipeline from qualification to approval, ensuring efficiency and velocity in document and condition collection.
• Ensure your team executes proactive outreach (calls, texts, emails) to obtain borrower documents and resolve outstanding conditions.
• Oversee daily call center operations - managing inbound and outbound outreach volumes, queue handling, and productivity.
• Partner with Product, Sales, Learning & Development, and Operations to continuously refine borrower-facing systems, messaging, and training.

Lending Operations Manager

Customer Success Manager

• 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.
• 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 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.
• 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.

Borrower Success Manager

Human Resources

• Run bi-weekly payroll, salaried payroll, bonus payroll, and termination payroll; coordinate with Accounting as backup
• Ensure timecards and PTO requests are approved before payroll processing, including parental leave and corrections
• Manage bonus payouts and track monthly, quarterly, and annual bonus payments using master compensation spreadsheet
• Coordinate with Accounting before payroll runs to verify available funds and instruct wires as needed
• Streamline onboarding workflows, including paperwork, IT setup, and new hire support
• Oversee HR systems and perform accurate data entry to maintain employee records
• Respond to employee inquiries related to benefits, payroll, and company policies
• Assist with compliance and labor law tasks such as audits, document collection, and policy adherence
• Support employee engagement initiatives, recognition programs, and event coordination
• Maintain and update employee policies, handbooks, and HR documentation
• Collaborate with leadership on culture-building initiatives and assist with talent acquisition sourcing during high-volume periods

HR Coordinator

DevOps Engineer

• Collaborates with the VP of Engineering and internal stakeholders on defining a DevOps roadmap and operating with a high degree of autonomy
• Guides engineers and drives adoption of DevOps best practices around observability, monitoring, alerting, SLO/SLI’s, CI/CD, IaC, performance, and security; comfortable teaching and mentoring
• Builds, optimizes, and maintains CI/CD pipelines, deployment strategies, vendor integrations, and infrastructure
• Leads cross-functional initiatives with SRE, security, and development teams and mentors on DevOps practices
• Delivers solutions for critical projects such as cloud migration, disaster recovery, and infrastructure scaling
• Owns technical decisions and drives cloud infrastructure, CI/CD, and observability strategies aligned with Zippy’s vision

Staff DevOps Engineer

Customer Support

• Serve as the face of Zippy, providing best-in-class service and supporting customers’ home ownership journey
• Assist customers over the phone with website assistance, escrow, payment options, and payoff requests
• Conduct outbound calls to welcome customers and handle inbound/outbound customer service calls
• Process loan payments and perform appropriate account maintenance
• Adapt to changing policies and procedures while maintaining high quality of work
• Utilize learning materials during calls and implement knowledge with speed and accuracy
• Meet and/or exceed team, quality, and customer service goals
• Collaborate within the servicing team; potential career growth into supervisory roles, escrow, property taxes, and more

Customer Support Specialist, Bilingual – Spanish

• Serve as the face of Zippy, representing the company by providing best-in-class service and supporting customers’ journey in home ownership
• Conduct outbound calls to provide a warm welcome to our customers
• Handle inbound and outbound Customer Service calls, assisting borrowers with website assistance, escrow, payment options and payoff requests
• Process loan payments
• Adapt to changing policy and procedures while maintaining a high quality of work
• Utilize learning materials while on calls and implement learnings into conversations with speed and accuracy
• Meet and/or exceed team, quality and customer service goals
• Collaborate with Servicing & Closing team to create a delightful customer experience and deepen customer relationships through digital solutions

Customer Support Specialist, Spanish Speaker

• Ensure accurate and timely processing of manufactured home and vehicle titles.
• Monitor and manage the title inbox, ensuring timely responses and follow-ups.
• Work with state and county agencies to clarify processes and resolve discrepancies.
• Identify and resolve title errors quickly and accurately.
• Partner with retailers to ensure titles are properly completed and transferred to borrowers.
• Process titles for repossessed vehicles and homes.
• Meet SLA requirements for investor-placed titles.
• Maintain compliance, resolve discrepancies, and support borrowers and investors.
• Support other titling tasks as needed to ensure smooth operations and collaborate with internal teams.

Title Operations Specialist

Account Manager

• Zippy focused exclusively on manufactured home loans, offering a seamless, digital experience.
• Manage and strengthen client relationships, educate clients on Zippy's loan processes and technology, and ensure clear communication of process updates.
• Drive revenue growth by increasing loan applications and funding from clients, while identifying and communicating growth barriers to leadership.
• Track performance metrics, particularly market share, and manage client data in Salesforce.
• Advocate for clients' interests within the organization and bridge the gap between clients and internal teams.
• Provide on-site and remote training for dealer sales and transactions teams on Zippy’s processes and technology.
• Build processes for a new channel including defining territories, outreach cadence, and foundational procedures for future teammates.
• Represent clients to leadership and origination teams, ensuring compliance and regulatory oversight.
• Travel ramping up over time, ultimately reaching as much as 80% as Zippy expands its dealer footprint.

Partner Account Manager, Manufactured Housing Dealer Guide

• Zippy founded to make getting a loan for a manufactured home simple, fast, and fully online; remote-first company headquartered in Dallas, TX
• Manage and strengthen client relationships, educate clients on Zippy's loan processes and technology, and ensure clear communication of process updates
• Drive revenue growth by increasing loan applications and funding from clients, while identifying and communicating growth barriers to leadership
• Diligent performance tracking, particularly in market share metrics, and meticulous management of client data in Salesforce
• Advocate for clients' interests within the organization and bridge gap between clients and internal teams
• Travel requirements ramp up over time, ultimately reaching as much as 80% as Zippy expands its dealer footprint
• Responsibilities include Relationship Owner, Client Success, Revenue Growth, Training & Enablement, Communications, Performance Tracking, CRM Management, Zippy Process Knowledge, Process Building, Client Representation, Subject Matter Expert, Deep Client Understanding, Market Awareness & Competitive Positioning, Compliance & Regulatory Oversight