Zippy

• Serve as the primary point of contact for an assigned portfolio of servicing clients, investors, and business partners. • Build and maintain strong client relationships through proactive communication, operational support, and strategic partnership. • Lead servicing oversight activities, including issue resolution, operational escalations, and client-specific initiatives. • Partner with internal servicing teams to ensure timely and accurate execution of servicing obligations and portfolio deliverables. • Drive implementation of operational improvements, servicing strategies, and process efficiencies that enhance client experience and portfolio performance. • Monitor portfolio performance metrics, servicing trends, and operational risk indicators. • Coordinate and manage client requests, servicing approvals, and operational deliverables in alignment with servicing requirements. • Lead and coordinate servicing transfer activities, including onboarding and offboarding processes, client communications, data validation, timeline management, operational readiness, and coordination with internal teams and third-party partners to ensure seamless transfer execution. • Serve as the primary liaison for servicing transfer initiatives, ensuring all operational, regulatory, investor, and client requirements are completed accurately and within established timelines. • Oversee transfer-related activities, including data reconciliation, boarding coordination, exception management, and operational tracking. • Support issue resolution efforts related to servicing discrepancies, customer escalations, payment processing, and portfolio exceptions. • Perform oversight and reconciliation of servicing-related invoices, fees, reporting, and exception items. • Conduct root cause analysis for operational issues and partner with business teams to implement corrective actions and process improvements. • Review servicing agreements and operational requirements to identify risks, gaps, and implementation needs. • Assist with onboarding new servicing clients and support integration activities across operational teams. • Prepare and present portfolio updates, operational findings, servicing metrics, and strategic recommendations to leadership and clients. • Organize and participate in client meetings, servicing transfer meetings, operational reviews, and onsite visits as needed. • Support special projects, strategic initiatives, and additional responsibilities assigned by leadership.

• End-to-end execution of bankruptcy (Ch. 7, 11, 13) workflows—filings, claims, timelines, and resolution • Management of replevin/legal recovery processes from referral through judgment and resolution • Day-to-day oversight of legal vendors with clear performance expectations, SLAs, and accountability • Driving cycle time reduction from default → legal resolution • Maximizing net recovery outcomes while managing legal expenses • Building and refining workflows, playbooks, and SOPs that scale • Real-time pipeline visibility and reporting (what’s stuck, what’s moving, what needs escalation) • Cross-functional coordination with Collections, Customer Experience, and Asset Management to ensure accounts progress through legal channels efficiently • Identifying bottlenecks in legal/default workflows and implementing solutions quickly

Role Description 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. What You’ll Do - 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 Qualifications - 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 Nice to Have - 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. - Please note that we are currently only hiring candidates who reside in the following states: 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, Utah, and Wisconsin. - Applicants that do not reside in the bolded states will be rejected. Benefits - Competitive Compensation: We offer a competitive salary with the potential for annual bonuses and variable pay, depending on your skills and experience. - Equity for All: As a part of our commitment to shared success, all employees receive equity in the company, allowing you to share in the growth and achievements of Zippy. - Remote Work: Enjoy the flexibility of working from home in a dynamic, remote-first environment. - Comprehensive Health Coverage: We provide medical, dental, and vision insurance, along with company-subsidized benefits like STD, LTD, and life insurance for you and your family. - Flexible Spending Accounts: Take advantage of medical & dependent care FSAs to help manage your expenses. - Training & Licensing Support: We invest in your professional growth with resources for training and licensing. - Paid Time Off: We offer generous PTO—and we encourage you to use it! - Wellbeing Programs: Access a variety of wellbeing resources, including Headspace, Gympass+, Fetch, Spring Health, SoFi, Perkspot, Ladder, and more through our Sequoia Wellbeing Programs. - Parental Leave: We provide paid parental leave to support you and your growing family. - No Meeting Wednesdays: Enjoy a mid-week break from meetings to focus and recharge. - Vibrant Slack Community: Engage with colleagues in our lively remote Slack community, featuring fun channels that connect people around shared interests like travel, pets, sports, food, and more. - Career Growth: We believe in promoting from within, offering you opportunities to grow your career with us. Core Values - Lead with Passion - Own It - Build a Better Way - Results Driven - The Golden Rule Join a Growing Team - Be part of a dynamic team at a pivotal moment in Zippy’s growth, where every contribution makes a significant impact. - Collaborate with sharp, passionate teammates to tackle unique challenges in the Manufactured Housing market, positioning our product as a top-tier lending solution. - You’ll be welcomed into a collaborative environment that fosters camaraderie, respect, and a deep sense of belonging. - We’re committed to empowering a diverse and inclusive workforce, celebrating our differences, and ensuring everyone feels safe to bring their whole selves to work. - Work alongside leaders who are not only approachable but also dedicated to providing guidance, mentorship, and support to help you succeed. - Be part of a mission-driven team that’s making housing more affordable for everyone, helping prospective buyers secure fast and simple online loans to purchase manufactured homes. Zippy is an equal opportunity employer that is committed to diversity and inclusion. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. If you are excited about the role but do not meet 100% of the qualifications listed above, we encourage you to apply. Nothing in this job posting should be construed as an offer or guarantee of employment.

• Own Salesforce administration, including user setup, permissions, profiles, roles, and access controls. • Manage support intake and triage, resolving Tier 1 and Tier 2 issues across Salesforce. • Build and maintain objects, fields, page layouts, and validation rules. • Maintain data integrity through monitoring, cleanup, deduplication, and governance processes. • Create and maintain dashboards, reports, and analytics to support business decision-making. • Support release management, sandbox testing, deployments, and documentation of changes. • Maintain integrations between Salesforce and external systems, partnering with Engineering as needed. • Develop and enforce Salesforce best practices, standards, and process documentation. • Support training and enablement for internal teams to ensure good practices. • Perform other duties as assigned to support organizational or operational priorities.

• Own investor findings & remediation: Identify and resolve post-close defects with QA and internal teams. Drive fixes quickly to meet investor timelines and avoid delays. • Manage loan sale & investor delivery: Prepare and deliver loan packages to investors. Track which loans are sellable vs. blocked and act. • Keep loans moving off the warehouse line: Monitor aging and ensure loans do not sit too long. Reduce capital exposure by pushing loans through funding/sale. • Coordinate funding readiness: Validate all prior-to-funding conditions are cleared. Reconcile payoffs, liens, and funding details. Signal Accounting when loans are ready to be funded. • Troubleshoot insurance issues: Ensure policies are bound correctly. Resolve discrepancies that could delay funding or sale. • Growth & leadership opportunity: This role begins as an individual contributor with full ownership of post-close operations, with a clear path to team leadership and broader functional ownership as the business scales.

• Grow and lead a high-performing organization across DevOps, IT, and Security. • Define and execute strategic roadmaps aligned with company objectives, technology priorities, and regulatory requirements. • Establish a results-driven culture focused on measurable outcomes, operational excellence, and continuous improvement. • Partner with senior leadership (VP+) to align on long-term strategy. • Guide and oversee DevOps architecture. • Drive adoption of modern DevOps practices with a focus on developer self-service. • Ensure high availability and disaster recovery capabilities across all systems. • Optimize cost, performance, system resilience, and developer productivity. • Direct IT operations including end-user support, device management, SaaS administration, and corporate systems. • Ensure efficient, secure, and scalable IT service delivery across the organization. • Standardize processes, implement tools, and automate for quality and efficiency. • Own and evolve the company’s security posture. • Ensure compliance with applicable regulatory frameworks and internal policies. • Lead risk management and vulnerability management programs. • Partner with product engineering teams to embed security practices in their work. • Report key metrics (e.g. core infra uptime, security posture, incidents). • Use data to drive continuous improvements. • Identify and solve complex operational and technical challenges autonomously. • Collaborate with other teams to support company initiatives with a helpful spirit. • Foster a culture of transparency, accountability, and constructive communication across departments while advising on infrastructure, IT, and security matters. • Set clear priorities aligned with department and company strategy. • Mentor and develop contributors and leaders. • Provide regular, actionable feedback and performance management. • Promote a structured, results-oriented way of working across teams. • Serve as a role model in problem-solving, collaboration, and conflict resolution. • Anticipate hiring needs and advocate for headcount, providing justification, job descriptions, and implement hiring practices for your area within the Technology department hiring and interviewing framework.

• Support intake and tracking of business control changes • Maintain visibility into change status, approvals, and timelines • Follow up with stakeholders to ensure timely progression through required steps • Review submitted documentation for completeness and adherence to defined standards • Ensure required artifacts are present prior to stakeholder review, including: • Intake forms • Impact summaries • Supporting documentation • Return incomplete or unclear submissions to business owners for revision • Confirm that impacted teams have updated procedures prior to implementation • Validate that documentation reflects the intended change at a high level • Escalate gaps where procedures are missing, outdated, or inconsistent • Coordinate required reviews across relevant teams such as Compliance, IT, and Operations • Track approvals and ensure all required stakeholders are included • Document approval status and maintain records • Enforce “no implementation without required approvals” standards • Identify and escalate instances of non adherence to control processes • Support consistent use of defined templates and workflows • Maintain organized and complete records of all control related activities • Ensure documentation is audit ready and centrally accessible • Track issues identified during the change process • Follow up on open items and escalate when needed • Support remediation tracking to closure • Can require completion of documentation before progressing changes • Can flag and escalate missing approvals or control gaps • Cannot approve business decisions, strategy, or procedural content • Works within an established controls framework • Focuses on execution and coordination • No direct people management responsibilities • Partners with business and functional teams to support compliant change execution

• Own drafting, updating, and maintenance of underwriting guidelines and credit policy • Translate investor guidelines and overlays into clear, actionable internal standards • Ensure alignment between internal policy, investor requirements, and operational practices • Maintain documentation of policy interpretations and decisions for consistency and auditability • Maintain and enhance underwriting authority structures, including approval tiers and escalation paths • Support testing and validation of underwriting authority frameworks • Ensure consistent application of authority levels across underwriting teams • Identify gaps or inconsistencies in decisioning and recommend corrective actions • Serve as the first point of contact for guideline questions and credit policy clarifications • Provide clear and consistent interpretations of underwriting standards • Evaluate edge cases and provide structured, well-reasoned decisions • Escalate only material or novel scenarios as appropriate • Develop and maintain guideline grids, investor overlay matrices, decision trees, and reference materials • Improve usability and accessibility of credit guidance across underwriting and operations • Reduce reliance on ad hoc decision making through structured tools and documentation • Review defaulted loans and perform root cause analysis • Identify trends and potential gaps in underwriting, policy, or guideline clarity • Provide recommendations for policy or process improvements based on findings • Support continuous improvement of credit standards through data driven insights • Maintain credit risk policies and procedures in alignment with approved practices • Ensure documentation supports audit readiness and control requirements • Support internal and external audits by providing evidence of policy application and governance practices • Track and document changes to guidelines and policy over time • Final authority on routine guideline interpretations and credit policy clarifications • Approval authority for standard policy and procedure updates within defined parameters • First pass review and assessment of defaulted loans for purposes of policy feedback and improvement • Escalation of material, high risk, or novel scenarios to VP of Risk • Operates as a senior individual contributor with functional ownership of credit policy and governance • No direct people management responsibilities • Expected to influence underwriting, operations, and cross functional stakeholders • Acts as the primary gatekeeper for credit policy interpretation and application

• Own the full revenue metrics and market share position of your assigned portfolio. • Drive measurable growth in applications, funded loans, and average loan size. • Identify, quantify, and execute against performance gaps and revenue opportunities within each account. • Diagnose structural growth blockers (e.g., product gaps, pricing, state limitations, operational friction) and escalate quantified impact to leadership. • Forecast performance trends and proactively build action plans to achieve growth targets and defend share among assigned accounts. • Serve as the primary relationship owner and trusted advisor for assigned clients. • Build strong, credible relationships with operators and key stakeholders. • Expand revenue through strategic account development, onboarding new locations, and deepening product adoption. • Lead proactive growth conversations rather than reactive support interactions. • Operate as the manager of your portfolio, accountable for growth, retention, and performance of assigned accounts. • Maintain deep visibility into pipeline activity, funding trends, conversion rates, and unrealized potential. • Develop and execute strategic account plans aligned to each partner’s opportunity. • Ensure partners are fully trained and aligned on Zippy’s end-to-end process (marketing through funding). • Drive operational discipline to improve pull-through, speed, and borrower experience. • Collaborate cross-functionally to resolve systemic issues and file-level friction impacting performance. • Track and report on key performance indicators including market share, application volume, funded volume, and revenue trends. • Maintain accurate, actionable account and contact data in Salesforce. • Use data to inform strategic decisions and prioritize time allocation. • Represent client insights internally while protecting Zippy’s commercial interests. • Provide structured feedback on product gaps, operational inefficiencies, and revenue opportunity. • Influence cross-functional teams to prioritize initiatives that unlock portfolio growth. • Maintain deep knowledge of Zippy’s loan process, underwriting standards, technology, and funding requirements. • Serve as a trusted expert for both clients and internal stakeholders. • Continuously seek learning to strengthen commercial and operational effectiveness.

• Own the full revenue metrics and market share position of your assigned portfolio. • Drive measurable growth in applications, funded loans, and average loan size. • Identify, quantify, and execute against performance gaps and revenue opportunities within each account. • Diagnose structural growth blockers (e.g., product gaps, pricing, state limitations, operational friction) and escalate quantified impact to leadership. • Forecast performance trends and proactively build action plans to achieve growth targets and defend share among assigned accounts. • Serve as the primary relationship owner and trusted advisor for assigned clients. • Build strong, credible relationships with operators and key stakeholders. • Expand revenue through strategic account development, onboarding new locations, and deepening product adoption. • Lead proactive growth conversations rather than reactive support interactions. • Operate as the manager of your portfolio, accountable for growth, retention, and performance of assigned accounts. • Maintain deep visibility into pipeline activity, funding trends, conversion rates, and unrealized potential. • Develop and execute strategic account plans aligned to each partner’s opportunity. • Ensure partners are fully trained and aligned on Zippy’s end-to-end process (marketing through funding). • Drive operational discipline to improve pull-through, speed, and borrower experience. • Collaborate cross-functionally to resolve systemic issues and file-level friction impacting performance. • Track and report on key performance indicators including market share, application volume, funded volume, and revenue trends. • Maintain accurate, actionable account and contact data in Salesforce. • Use data to inform strategic decisions and prioritize time allocation. • Represent client insights internally while protecting Zippy’s commercial interests. • Provide structured feedback on product gaps, operational inefficiencies, and revenue opportunity. • Influence cross-functional teams to prioritize initiatives that unlock portfolio growth. • Maintain deep knowledge of Zippy’s loan process, underwriting standards, technology, and funding requirements. • Serve as a trusted expert for both clients and internal stakeholders. • Continuously seek learning to strengthen commercial and operational effectiveness.