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 and analyze daily/weekly metrics for contact rates, condition turnaround times, and conversion performance, driving faster turnaround on required items while maintaining accuracy and borrower satisfaction.
• Identify bottlenecks early and intervene to keep loans moving, equipping the team to handle objections, clarify next steps, and keep borrowers engaged. Serve as the escalation point for borrower or partner issues requiring fast, effective resolution.
• Ensure loan files adhere to internal and external quality guidelines, lending regulations, and internal policies.
• 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.
• 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.
• Partner with Product, Sales, Learning & Development, and Operations to continuously refine borrower-facing systems, messaging, and training.
• Identify opportunities to improve communication flows, borrower education, and team efficiency.

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