Loss Mitigation Specialist

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. **POSITION OVERVIEW** Zippy is seeking an experienced Loss Mitigation Program Specialist to play a key role in the continued development and expansion of our Loss Mitigation program. This position is designed for an experienced mortgage servicing professional with a strong background in loss mitigation, default servicing, and collections. Experience with manufactured housing and chattel loan servicing is strongly preferred and will receive priority consideration. This is not simply a pipeline-management role. The successful candidate will have the opportunity to help shape, standardize, and mature Zippy’s Loss Mitigation function by establishing processes, developing workflows, identifying operational gaps, strengthening reporting and controls, and helping build a scalable framework that supports both our borrowers and our growing servicing organization. The ideal candidate is highly analytical, process-oriented, detail-focused, and comfortable operating in an environment where processes are continuing to evolve. This individual should be equally comfortable managing borrower-specific loss mitigation files and stepping back to evaluate how the overall program can operate more efficiently and effectively. The Loss Mitigation Program Specialist will work closely with Collections, Customer Service, Bankruptcy, Legal, Compliance, Underwriting, and Servicing leadership to ensure borrower assistance strategies are effective, properly documented, compliant, and aligned with applicable investor and business requirements. **KEY RESPONSIBILITIES** **Loss Mitigation & Borrower Assistance** • Manage an active pipeline of delinquent accounts requiring loss mitigation evaluation, follow-up, and resolution. • Review borrower financial information, hardship circumstances, and supporting documentation to evaluate eligibility for available loss mitigation solutions. • Evaluate and recommend appropriate borrower assistance strategies, including repayment plans, payment deferrals, loan modifications, voluntary surrenders, and other available retention or liquidation solutions. • Communicate clearly and professionally with borrowers regarding available options, required documentation, decisions, expectations, and next steps. • Maintain consistent follow-up to ensure files progress timely and do not remain unnecessarily stagnant. • Escalate complex borrower situations or exceptions to the appropriate leadership, Compliance, Legal, or servicing resource. **Program Development & Process Improvement** • Serve as a subject matter expert for Zippy’s Loss Mitigation program and borrower assistance processes. • Help build and formalize a scalable Loss Mitigation operating model as the servicing organization continues to grow. • Develop, document, implement, and continuously improve standard operating procedures, workflows, decision trees, documentation standards, and escalation paths. • Identify gaps, inefficiencies, manual processes, and areas of operational risk within existing workflows and recommend practical solutions. • Help establish consistent processes for intake, financial review, eligibility determination, approval, documentation, execution, monitoring, and completion of loss mitigation solutions. • Partner with leadership to develop clear roles, responsibilities, service-level expectations, and handoffs between Loss Mitigation and other servicing functions. **Reporting, Analytics & Quality** • Develop and maintain reporting that provides visibility into Loss Mitigation pipeline activity, aging, approvals, denials, resolutions, borrower outcomes, and operational trends. • Monitor portfolio and pipeline performance to identify trends, bottlenecks, recurring issues, and opportunities for improvement. • Assist leadership in establishing meaningful key performance indicators and performance expectations for the Loss Mitigation function. • Perform detailed account and data analysis to support operational decisions and program enhancements. • Help establish quality assurance and control processes to ensure files are handled accurately, consistently, and completely. **Compliance & Cross-Functional Partnership** • Ensure account activity and loss mitigation decisions are documented accurately and timely within applicable servicing systems. • Partner closely with Compliance and Legal to ensure processes align with applicable regulatory requirements, investor guidelines, bankruptcy requirements, and internal policies. • Collaborate with Collections, Customer Service, Bankruptcy, Legal, Underwriting, and other servicing partners to move accounts toward appropriate resolution. • Participate in the development of training materials, job aids, procedures, and internal resources as the Loss Mitigation program continues to mature. • Support the onboarding and development of future Loss Mitigation team members as the function grows. **WHAT SUCCESS LOOKS LIKE** Success in this role means creating both **strong individual borrower outcomes and stronger operational infrastructure**. The successful candidate will help Zippy achieve: • Timely and consistent management of the Loss Mitigation pipeline. • Clear, documented, and repeatable processes across the borrower assistance lifecycle. • Reduced file aging and unnecessary delays. • Improved visibility into pipeline status, borrower outcomes, and operational performance. • Accurate and complete account documentation. • Strong adherence to applicable servicing, investor, regulatory, and internal requirements. • Improved collaboration between Loss Mitigation and other servicing functions. • Better borrower experiences during difficult financial situations. • Continuous identification and implementation of meaningful process improvements. • A scalable Loss Mitigation framework capable of supporting future portfolio and organizational growth. **REQUIRED QUALIFICATIONS** • Minimum of three (3) years of mortgage servicing experience. • Three (3) to five (5) years of direct Loss Mitigation experience, including borrower hardship evaluation and the recommendation or administration of workout solutions. • Three (3) to five (5) years of collections experience, preferably within mortgage servicing, manufactured housing finance, or consumer lending. • Demonstrated understanding of borrower financial information, including hardship letters, income documentation, bank statements, pay stubs, and financial statements. • Strong working knowledge of mortgage servicing, default servicing, delinquency management, bankruptcy processes, and loss mitigation workflows. • Demonstrated ability to manage an active pipeline while balancing competing priorities, deadlines, borrower needs, and operational requirements. • Experience developing, improving, or documenting operational processes and procedures. • Strong analytical and problem-solving abilities with the ability to identify trends, exceptions, and process gaps. • Strong Microsoft Excel skills, including filtering, sorting, pivot tables, lookups, data analysis, and working with large data sets. • Excellent written and verbal communication skills, including the ability to navigate sensitive and complex borrower conversations. • Exceptional attention to detail and commitment to accurate documentation. • Ability to work independently, exercise sound judgment, and take ownership of initiatives from identification through implementation. **PREFERRED QUALIFICATIONS** • Manufactured housing and/or chattel loan servicing experience strongly preferred. Candidates with direct chattel servicing or loss mitigation experience will receive priority consideration. • Five (5) or more years of experience within manufactured housing, chattel lending, mortgage default servicing, or a closely related servicing environment. • Experience working with FICS or a comparable loan servicing platform. • Experience interpreting and applying investor-specific loss mitigation and servicing requirements. • Familiarity with CFPB servicing requirements and other applicable consumer financial regulations. • Previous experience helping establish, rebuild, or significantly enhance a Loss Mitigation, Default Servicing, or borrower assistance function. • Experience developing operational reporting, dashboards, quality controls, or workflow improvements. • Experience participating in system implementations, process automation, or servicing technology enhancements. • Bilingual English/Spanish skills are a plus. **CORE COMPETENCIES** **Program Builder** – Comfortable creating structure, processes, and standards where opportunities for improvement exist. **Analytical Thinking** – Able to interpret borrower financial information, operational data, and portfolio trends to support sound decisions. **Ownership & Accountability** – Takes responsibility for both individual files and broader program outcomes. **Process Improvement** – Consistently identifies better, more scalable ways of working. **Attention to Detail** – Maintains a high standard of accuracy in documentation, analysis, and execution. **Sound Judgment** – Able to make thoughtful decisions in complex or sensitive situations. **Organization & Prioritization** – Successfully manages multiple files, deadlines, initiatives, and competing priorities. **Borrower Focus** – Approaches difficult financial situations with professionalism, empathy, clarity, and a focus on sustainable solutions. **Collaboration** – Works effectively across departments and understands the importance of strong operational handoffs. **Adaptability** – Comfortable working in an evolving environment and helping establish the structure needed to support growth. **WHY THIS ROLE MATTERS** As Zippy continues to grow its servicing operation, Loss Mitigation will play an increasingly important role in both borrower outcomes and portfolio performance. This position offers the opportunity to do more than manage an existing queue. The Loss Mitigation Program Specialist will have a meaningful voice in how the function is built, how borrowers are supported, how processes are designed, how performance is measured, and how the program scales over time. For someone with deep mortgage servicing experience — particularly someone who understands the unique characteristics of manufactured housing and chattel lending — this is an opportunity to bring that expertise into an organization where it can directly influence the future of the servicing program. **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.