[Hiring] Loan Counselor @Zippy

Role 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.
• Handle inbound calls, answer account questions, discuss resolution options, and document each interaction.
• 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.

Qualifications

• 2+ years of experience in title processing or similar role.
• Proven track record of achieving outstanding customer satisfaction.
• Comfortable working in a fast-paced startup environment.
• Willingness to maintain and ensure a high level of integrity.
• Excellent written and verbal communication skills.
• Comfort learning new technologies – OneDrive (Microsoft systems), Asana and our proprietary custom built software.

Requirements

• 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.