Mortgage Loan Counselor

Zippymh LLC

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• As a Mortgage Loan Counselor at Zippymh LLC, you will be the primary point of contact for our valued customers who are experiencing difficulties with their home loan payments. This pivotal role requires a unique blend of empathy, assertiveness, and exceptional communication skills to guide customers through challenging financial situations and help them find sustainable solutions. You will be instrumental in upholding Zippy's mission to make manufactured home ownership accessible and stress-free, even when unexpected financial hurdles arise.
• Your core responsibility will involve conducting proactive outbound calls to customers who are behind on their mortgage payments. This requires a professional and compassionate approach, ensuring that each interaction is handled with the utmost respect and understanding. You will need to actively listen to customers, gain a comprehensive understanding of their financial circumstances, and identify the root causes of their payment delinquency.
• A key aspect of this role is your ability to collaborate with customers to develop viable and mutually agreeable solutions. This will involve leveraging strong negotiation skills to establish realistic payment plans, explore alternative repayment arrangements, or discuss other options that align with both the customer's capabilities and Zippy's policies and regulatory requirements.
• Accurate and thorough documentation is paramount. You will be responsible for meticulously recording all customer interactions, agreements, and proposed solutions in our systems, ensuring strict adherence to all legal and company compliance standards. This detailed record-keeping is crucial for tracking progress, maintaining accountability, and informing future strategies.
• Beyond addressing immediate payment issues, you will play an educational role, informing customers about the significance of timely payments, the potential repercussions of non-compliance, and the various resources available to assist them in managing their financial obligations. Empowering customers with knowledge is a key component of fostering long-term financial health and homeownership stability.
• You will be expected to effectively resolve customer concerns and disputes, working diligently to maintain a positive and professional relationship. The goal is to foster continued cooperation and trust, even in difficult circumstances, thereby preserving the customer's relationship with Zippy.
• Providing regular, clear, and concise updates on collection efforts to management is essential. This includes identifying emerging trends in customer payment behavior, highlighting potential challenges, and proactively recommending improvements to our processes and strategies to enhance overall collection effectiveness and customer retention.
• This role demands a self-motivated individual with a creative, solutions-focused mindset, who thrives in a team-oriented environment. You will need to possess a high degree of attention to detail, a commitment to continuous learning and improvement (a growth mindset), and a genuine desire to contribute to an innovative, fast-paced, and mission-driven company.
• You will be comfortable learning and utilizing new technologies, including Microsoft systems like OneDrive, project management tools such as Asana, and Zippy's proprietary custom-built software. Excellent written and verbal communication skills are non-negotiable, as you will be interacting with customers and internal teams daily.
• The ability to maintain a high level of integrity and professionalism in all interactions is fundamental to this position. You will be representing Zippy, a company dedicated to finance happiness and tackling the affordable housing crisis through cutting-edge technology and innovative solutions.
• This is a remote position, offering the flexibility to work from home while being an integral part of a dynamic, remote-first team spread across the United States. You will contribute to Zippy's commitment to enhancing consumers' financial outcomes and making homeownership more attainable, particularly for those seeking manufactured homes.
• By joining Zippy, you will be part of a company that values its employees, offers competitive compensation, equity, and comprehensive benefits, and is dedicated to fostering a supportive and inclusive work environment. Your work will directly contribute to improving the lives of millions of Americans who live in manufactured homes, making homeownership a tangible reality for more people.

🎯 Requirements

• 2+ years of experience in collections or a similar customer-facing role involving financial arrangements.
• Proven track record of achieving outstanding customer satisfaction, demonstrating empathy and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to conduct professional and persuasive conversations.
• Comfort learning and adapting to new technologies, including Microsoft systems (OneDrive), Asana, and proprietary software.
• Fluency in Spanish is strongly preferred, as it will significantly enhance customer interactions and support.

🏖️ Benefits

• Competitive Compensation: Includes a competitive salary with the potential for annual bonuses and variable pay.
• Equity for All: All employees receive company equity, sharing in Zippy's growth and success.
• Remote Work: Enjoy the flexibility of working from home in a dynamic, remote-first environment.
• Comprehensive Health Coverage: Medical, dental, and vision insurance, plus company-subsidized STD, LTD, and life insurance.
• Wellbeing Programs: Access to a suite of resources including Headspace, Gympass+, Fetch, Spring Health, SoFi, Perkspot, and Ladder.

Skills & Technologies

Spring

Remote

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Zippymh LLC

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About Zippymh LLC

Zippymh LLC is a U.S.-based software development firm that builds productivity and workflow tools for small businesses and creative teams. Its flagship products include cloud-based file management, invoicing, and project-tracking applications designed to reduce administrative overhead. The company operates on a SaaS subscription model, integrates with popular third-party services, and emphasizes simple, fast user experiences. Headquartered in Delaware with a distributed remote workforce, Zippymh serves clients in North America, Europe, and Southeast Asia.

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