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

• 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)

• 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.