Zippy

Mortgage Lending Contact Center Manager

Zippy

full-time

Posted on:

Location Type: Remote

Location: Remote • Arizona, Texas • 🇺🇸 United States

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Job 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.
  • 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.
  • Identify bottlenecks early and intervene to keep loans moving, equipping the team to handle objections, clarify next steps, and keep borrowers engaged.
  • Ensure loan files adhere to internal and external quality guidelines, lending regulations, and internal policies.
  • 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.
  • 3+ years of leadership experience, call center leadership experienced strongly preferred.
  • 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.
  • Experience with manufactured housing or chattel loans is a strong plus.
  • Preferred location: Dallas, Phoenix, or San Antonio.
  • Fluent in Spanish is strongly preferred.
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 managementdata analysiscall listeningfeedback provisionworkflow efficiencyloan file quality adherenceregulatory compliance
Soft skills
leadershipteam motivationcommunicationorganizational skillsempathetic leadershipproblem-solvingcoachingperformance drivingcollaborationclarity