National Accounts Manager
Sonova Group
SFDC
Lending Contact Center 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.
- 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.
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 operationsdata analysisworkflow optimizationcontact rate trackingconversion performance trackingproactive outreach
Soft skills
team leadershipmotivationcommunicationorganizationempathycoachingfeedback deliverycollaborationproblem-solvingperformance driving
Certifications
NMLS licensed
