Customer Success Manager
Work Truck Solutions
Borrower Success Manager
Zippy
full-time
Posted on:
Location Type: Remote
Location: Remote • Arizona, Texas • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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.
Requirements
- 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.
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
pipeline managementborrower engagementdocument collectioncondition managementcall center managementdata analysisworkflow optimizationperformance trackingcoachingcustomer relationship management
Soft skills
team motivationleadershipcommunicationorganizational skillsempathyproblem-solvingaccountabilityresponsivenesscollaborationadaptability
Certifications
NMLS license
