Loss Mitigation Specialist

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