Loan Counselor (Bilingual)

About Zippy:

• Zippy provides fast, simple home loans & insurance to manufactured home buyers located in communities thrughout the United States
• We're digitally native and located at zippymh.com!
• We've built our culture on a fanatical focus on improving consumers financial outcomes through great technology
• We are a well-funded startup backed by institutional investors with competitive pay, incentive stock options, and excellent benefits
• We are a location flexible, remote-first organization with HQ in Dallas, TX
• Our team members live throughout the country in Austin, Phoenix, Knoxville, Houston, Omaha, San Antonio and more!

Job Description:

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.
• 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:

• 4+ years of experience in a mortgage or chattel Collections role.
• Fluent in Spanish
• Proven track record of achieving great outcomes for borrowers who are behind on payments
• Comfortable working in a fast-paced startup environment
• Willingness to maintain and ensure a high level of integrity
• Proactive and self-motivated to solve problems; comfortable with a high degree of responsibility in somewhat ambiguous situations
• Excellent written and verbal communication skills
• Comfort learning new technologies – Zippy uses Loan Pro, OneDrive (Microsoft systems), Asana and our proprietary custom built software

Compensation & Benefits:

• Hourly compensation
• Monthly cash incentives based on company and individual performance
• Incentive stock options (equity) in Zippy
• Excellent health, vision, and dental benefits
• Strong potential for growth in role and compensation