Zippy

Director of Servicing

Zippy

full-time

Posted on:

Location Type: Remote

Location: Arizona • Connecticut • United States

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Job Level

Lead

About the role

  • Provide leadership and oversight across all core servicing functions, including:
  • - Payments & escrow
  • - Customer service
  • - Collections
  • - Default management
  • - Repossession
  • - Tax & insurance
  • Drive operational excellence while maintaining a fair, respectful, and customer-first servicing experience.
  • Serve as a senior escalation point for complex servicing issues, ensuring timely and thoughtful resolution.
  • Ensure servicing operations scale effectively while maintaining quality, compliance, and borrower trust.
  • Act as a key partner to the VP of Servicing, supporting strategy, prioritization, and execution.
  • Own initiatives end-to-end, exercising sound judgment and full accountability for outcomes.
  • Step in to lead servicing priorities as needed to support the VP of Servicing and broader organizational goals.
  • Partner closely with Product, Engineering, and Data teams to design, build, and refine servicing workflows and systems.
  • Develop servicing-specific reporting, dashboards, and performance insights.
  • Identify and implement opportunities for automation, efficiency, and scalability.
  • Play an active role in ongoing servicing build-out as processes evolve with the business.
  • Translate operational needs into clear, actionable technical requirements.
  • Lead change management efforts tied to new tools, workflows, and systems, ensuring teams are trained, supported, and aligned.
  • Support hiring, onboarding, development, and performance management.
  • Help shape servicing team structure, roles, and responsibilities as Zippy continues to scale.
  • Work closely with risk and capital markets functions to ensure operational execution is in line with expected loan level performance.
  • Own the development and maintenance of servicing policies, procedures, and documentation to ensure consistency, scalability, and compliance.
  • Ensure servicing operations comply with applicable regulations, including FDCPA, Fair Debt Collection laws, UDAP, and FCRA.
  • Proactively identify operational, regulatory, and reputational risks, partnering with leadership to mitigate issues before they escalate.
  • Collaborate closely with Legal, Compliance, Risk, and Finance teams across the loan lifecycle.
  • Use data and reporting to identify trends, risks, and performance opportunities within servicing.
  • Drive continuous improvement through insights, feedback loops, and iteration.

Requirements

  • 10+ years of experience across loan servicing, with exposure to all major servicing functions.
  • Strong understanding of mortgage servicing; chattel loan experience strongly preferred.
  • Proven experience building and scaling servicing operations in partnership with technology teams.
  • High technical aptitude with the ability to understand systems, workflows, and reporting.
  • Experience leading and developing teams in a growing organization.
  • Strong decision-making ability, ownership mindset, and comfort operating in ambiguity.
  • Working knowledge of FDCPA, Fair Debt Collection laws, UDAP, and FCRA.
  • Based in or willing to work from the Phoenix area.
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 & Tools
loan servicingmortgage servicingchattel loanservicing operationsreportingautomationchange managementcompliancerisk managementperformance management
Soft Skills
leadershipdecision-makingownership mindsetoperating in ambiguitycollaborationcustomer-first mindsetproblem-solvingcommunicationteam developmentstrategic thinking