Loss Mitigation Specialist
External
Zippymh · (remote)Prepare for this interview
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About the role
We're looking for a Loss Mitigation Specialist to actively manage a pipeline of delinquent accounts and drive resolution through effective borrower engagement and decisive workout execution. This role is responsible for evaluating hardship, collecting and validating documentation, and moving accounts quickly to the right outcome-whether retention or liquidation. This is a high-touch, high-accountability role where success is measured by speed, accuracy, and resolution outcomes.
Responsibilities
- Manage an active pipeline of delinquent accounts requiring loss mitigation evaluation
- Review borrower financials and determine eligibility for workout solutions
- Drive the collection of complete and accurate documentation-minimizing back-and-forth and delays
- Clearly communicate available options to borrowers, including retention (repayment plans, deferrals, modifications) and liquidation paths (e.g., voluntary surrender)
- Make timely, well-supported decisions based on hardship, financial capacity, and guidelines
- Maintain consistent follow-up to keep files moving and avoid stagnation
- Ensure all accounts are handled in compliance with applicable regulations and internal policies
- Document all activity accurately within servicing systems
- Partner with Collections, Underwriting, Legal, and Default teams to move accounts to resolution
- Meet or exceed defined KPIs (cycle time, conversion rates, quality, and borrower experience)
- What Success Looks Like
- Files move quickly from intake → decision → resolution
- High-quality, complete packages with minimal rework
- Strong conversion into appropriate workout solutions
- Low aging and minimal pipeline backlog
- Positive borrower experience, even in difficult situations
Requirements
- 2+ years of experience in loss mitigation, mortgage servicing, underwriting, or related field
- Strong working knowledge of loss mitigation solutions and default processes
- Experience reviewing borrower financial documents (tax returns, pay stubs, bank statements)
- Ability to manage a pipeline and prioritize effectively in a deadline-driven environment
- Strong communication skills with the ability to handle sensitive financial conversations
- Detail-oriented with sound judgment and decision-making ability
- Proficiency in Microsoft Office and servicing platforms
- Experience with chattel or non-traditional lending products
- Knowledge of CFPB or other regulatory requirements
- Bilingual (Spanish/English)
- Work Environment
- Fully remote
- Fast-paced, production-focused environment
- Core Competencies
- Ownership & accountability
- Attention to detail
- Empathy with execution
- Time management and prioritization
- Decision-making under pressure
- 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.
Benefits
Additional Information
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.
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