Client Relationship Manager, Servicing

Job description

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. # **The Role** The **Client Relationship Manager** serves as the primary relationship manager for a portfolio of servicing clients and strategic partners within the manufactured housing finance space. This role is responsible for overseeing client relationships, coordinating servicing operations, supporting servicing transfer initiatives, and driving operational excellence across assigned portfolios. The ideal candidate brings experience in loan servicing operations, client management, portfolio oversight, and cross-functional coordination. This individual will work closely with servicing operations, legal, compliance, finance, and leadership teams to support seamless servicing execution and deliver an exceptional client experience. ## **Key Responsibilities** - Serve as the primary point of contact for an assigned portfolio of servicing clients, investors, and business partners. - Build and maintain strong client relationships through proactive communication, operational support, and strategic partnership. - Lead servicing oversight activities, including issue resolution, operational escalations, and client-specific initiatives. - Partner with internal servicing teams to ensure timely and accurate execution of servicing obligations and portfolio deliverables. - Drive implementation of operational improvements, servicing strategies, and process efficiencies that enhance client experience and portfolio performance. - Monitor portfolio performance metrics, servicing trends, and operational risk indicators. - Coordinate and manage client requests, servicing approvals, and operational deliverables in alignment with servicing requirements. - Lead and coordinate servicing transfer activities, including onboarding and offboarding processes, client communications, data validation, timeline management, operational readiness, and coordination with internal teams and third-party partners to ensure seamless transfer execution. - Serve as the primary liaison for servicing transfer initiatives, ensuring all operational, regulatory, investor, and client requirements are completed accurately and within established timelines. - Oversee transfer-related activities, including data reconciliation, boarding coordination, exception management, and operational tracking. - Support issue resolution efforts related to servicing discrepancies, customer escalations, payment processing, and portfolio exceptions. - Perform oversight and reconciliation of servicing-related invoices, fees, reporting, and exception items. - Conduct root cause analysis for operational issues and partner with business teams to implement corrective actions and process improvements. - Review servicing agreements and operational requirements to identify risks, gaps, and implementation needs. - Assist with onboarding new servicing clients and support integration activities across operational teams. - Prepare and present portfolio updates, operational findings, servicing metrics, and strategic recommendations to leadership and clients. - Organize and participate in client meetings, servicing transfer meetings, operational reviews, and onsite visits as needed. - Support special projects, strategic initiatives, and additional responsibilities assigned by leadership. ## **Qualifications** ## **Education & Experience** - Bachelor’s degree in Business, Finance, Operations, or related field preferred. - 5+ years of experience in loan servicing, client management, servicing operations, manufactured housing finance, or related financial services experience. - Prior experience in a client-facing servicing, portfolio oversight, or operational management role strongly preferred. - Experience managing or coordinating servicing transfers preferred. - Manufactured housing, consumer finance, or specialty servicing experience is a plus. ## **Skills & Competencies** - Strong understanding of servicing operations, loan portfolios, payment processing, escrow administration, servicing transfers, and customer servicing workflows. - Familiarity with manufactured housing finance and servicing operations preferred. - Knowledge of regulatory servicing requirements and operational compliance standards. - Exceptional client relationship management and communication skills. - Strong analytical, organizational, and problem-solving capabilities. - Ability to manage multiple priorities in a fast-paced, growth-oriented environment. - Experience leading cross-functional operational initiatives and process improvements. - Strong analytical, reporting, and problem-solving capabilities, with experience leveraging Excel, business intelligence platforms, AI-assisted tools, and operational analytics to improve decision-making and process efficiency. - Strong presentation and executive communication skills. - Experience with servicing systems, operational reporting tools, or business intelligence platforms is a plus. - Self-starter with strong attention to detail, accountability, and ownership mentality. **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.