Loan Counselor

Zippy was founded with one mission: to make getting a loan for a manufactured home simple, fast, and fully online. We believe modern manufactured homes are affordable, well-built, eco-friendly, and stylish, but finding a lender who understands this market can be challenging. That’s why Zippy focuses exclusively on manufactured home loans, offering a seamless, digital experience.

Headquartered in Dallas, TX, with an office in Tempe, AZ, Zippy provides home loans and insurance to manufactured home buyers throughout the United States. Our remote-first team is spread across cities like Dallas, Houston, Knoxville, Omaha, Philadelphia, Phoenix, and several other states and cities. Backed by institutional investors, we offer competitive pay, stock options, and excellent benefits. At Zippy, we pride ourselves on our commitment to finance happiness through the power of home. We are dedicated to enhancing consumers' financial outcomes and tackling the affordable housing crisis through cutting-edge technology and innovative solutions.

As a Loan Counselor you will serve as the face of our organization, represent Zippy by providing best-in-class service and supporting the customers’ journey in home ownership. You will play a crucial role in reaching out to customers who are past due on their home loan payments. Your primary responsibility will be to engage with customers, understand their financial situations, and work collaboratively to establish viable solutions. The ideal candidate will possess excellent communication skills, the ability to drive meaningful conversations, and the finesse to balance assertiveness with empathy.

Anticipated Responsibilities:

· Conduct outbound calls to our customers who are behind on home loan payments, demonstrating professionalism and empathy throughout interactions.

· Handle inbound calls, answer account questions, discuss resolution options, and document each interaction.

· Assess customers' financial situations, understanding the reasons behind payment delinquency, and collaborate to find suitable solutions

· Utilize strong negotiation skills to establish feasible payment plans or alternative arrangements while adhering to company policies and regulations.

· Accurately document all customer interactions and agreements, ensuring compliance with legal and company requirements.

· Educate customers on the importance of timely payments, potential consequences of non-payment, and available resources to support them.

· Resolve customer concerns and disputes effectively, maintaining a positive and professional relationship to encourage continued cooperation.

· Provide regular updates on collection efforts, identifying trends and recommending improvements to management

Desired Mentality:

• Team player that is self-motivated, creative, and solutions-focused

• High attention to detail

• Growth mindset

• Desire to work in an innovative, fast-paced & committed environment

• Communicative and open to feedback, and willing to give feedback to others

• Qualifications:

• 2+ years of experience in title processing or similar role

• Proven track record of achieving outstanding customer satisfaction

• Comfortable working in a fast-paced startup environment

• Willingness to maintain and ensure a high level of integrity

• Excellent written and verbal communication skills

• Comfort learning new technologies – OneDrive (Microsoft systems), Asana and our proprietary custom built software

Important Applicant Information

• While many of our interviews are conducted virtually, all applicants should be prepared to potentially meet in person as part of the process.

• As a participating employer, we will use E-Verify to confirm employment eligibility.

• Please note that we are currently only hiring candidates who reside in the following states: Arizona, Connecticut, Florida, Georgia, Illinois, Indiana, Louisiana, Maryland, Michigan, Missouri, Montana, Nebraska, Nevada, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, and Wisconsin. Applicants that do not reside in the bolded states will be rejected.

Total Rewards

At Zippy, we're passionate about creating a workplace where people love to work. We put a lot of heart into building and nurturing a company culture that not only supports our team but also inspires them to do their best work.

Our benefits and perks are always evolving, but here’s what we offer right now:

• 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.

Beyond the tangible benefits:

• Core Values: At the heart of everything we do are our core values: Lead with Passion, Own It, Build a Better Way, Results Driven, and The Golden Rule. These values guide our decisions, shape our culture, and inspire us to achieve our best every day.

• Join a Growing Team: Be part of a dynamic team at a pivotal moment in Zippy’s growth, where every contribution makes a significant impact.

• Innovative Work: Collaborate with sharp, passionate teammates to tackle unique challenges in the Manufactured Housing market, positioning our product as a top-tier lending solution.

• Supportive Culture: You’ll be welcomed into a collaborative environment that fosters camaraderie, respect, and a deep sense of belonging.

• Diversity & Inclusion: We’re committed to empowering a diverse and inclusive workforce, celebrating our differences, and ensuring everyone feels safe to bring their whole selves to work.

• Inspirational Leadership: Work alongside leaders who are not only approachable but also dedicated to providing guidance, mentorship, and support to help you succeed.

• Meaningful Impact: Be part of a mission-driven team that’s making housing more affordable for everyone, helping prospective buyers secure fast and simple online loans to purchase manufactured homes. By joining Zippy you will help improve the lives of over 22 million Americans who live in manufactured homes today.

Zippy is an equal opportunity employer that is committed to diversity and inclusion. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. If you are excited about the role but do not meet 100% of the qualifications listed above, we encourage you to apply. Nothing in this job posting should be construed as an offer or guarantee of employment.