Mortgage Processing Contact Center Manager (Remote - Dallas, San Antonio or Phoenix)
Company:Zippy
Location: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, Wisconsin
Languages:English, Spanish
Seniority level:Manager, 5+ years
Experience:5+ years
Skills:
LeadershipProject ManagementPeople ManagementCross-functional Team LeadershipOperations ManagementCustomer serviceMentoringComplianceCoaching
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. Fluent in Spanish is strongly preferred.
Responsibilities:
Lead, mentor, and motivate a high-performing team of Zippy Guide Associates. Maintain a daily coaching rhythm including call listening and live feedback. Own the borrower-side pipeline from qualification to approval. Track and analyze daily/weekly metrics for contact rates, condition turnaround times, and conversion performance. Oversee daily call center operations, managing inbound and outbound outreach volumes. Monitor and optimize staffing, pipeline load, and scheduling. Partner with Product, Sales, Learning & Development, and Operations to refine borrower-facing systems and training.
