Client Relationship Manager, Servicing

About the role

The Client Relationship Manager serves as the primary steward for a portfolio of servicing clients and strategic partners within the manufactured housing finance ecosystem. This position owns the end-to-end relationship management lifecycle, ensuring that client needs are met with precision and professionalism. The role is responsible for orchestrating servicing operations, leading transfer initiatives, and championing operational excellence across all assigned portfolios. You will act as a trusted advisor, translating complex servicing requirements into seamless client experiences. The position demands a proactive mindset and a commitment to driving continuous improvement in every interaction. You will be the central hub for communication, aligning internal stakeholders to resolve issues and enhance portfolio performance. Ultimately, this role is focused on building long-term partnerships that reinforce Zippy's mission of finance happiness through reliable service.

Key facts

What you'll do

• Serve as the primary point of contact for an assigned portfolio of servicing clients, investors, and business partners, managing all communications and interactions.
• Build and maintain strong client relationships through proactive communication, operational support, and strategic partnership development.
• Lead servicing oversight activities, including issue resolution, operational escalations, and the execution of client-specific initiatives.
• Partner with internal servicing teams to guarantee timely and accurate execution of servicing obligations and portfolio deliverables.
• Drive implementation of operational improvements, servicing strategies, and process efficiencies that elevate client experience and portfolio performance.
• Monitor portfolio performance metrics, servicing trends, and operational risk indicators to identify areas for optimization.
• Coordinate and manage complex client requests, servicing approvals, and operational deliverables in strict alignment with servicing requirements.
• Lead and coordinate servicing transfer activities, managing onboarding and offboarding processes, client communications, data validation, and timeline management.
• Serve as the primary liaison for servicing transfer initiatives, ensuring all operational, regulatory, investor, and client requirements are met within established timelines.
• Oversee transfer-related activities, including data reconciliation, boarding coordination, exception management, and detailed 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 to ensure accuracy.
• Conduct root cause analysis for operational issues and collaborate with business teams to implement corrective actions and process improvements.
• Review servicing agreements and operational requirements to identify risks, gaps, and implementation needs for future projects.
• Assist with onboarding new servicing clients and support integration activities across operational teams to ensure smooth transitions.
• Prepare and present comprehensive 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 required by the engagement.
• Support special projects, strategic initiatives, and additional responsibilities assigned by leadership to meet evolving business needs.

Requirements

• Hold a Bachelor's degree in Business, Finance, Operations, or a related field as the foundational educational requirement.
• Bring a minimum of 5+ years of cumulative experience in loan servicing, client management, servicing operations, manufactured housing finance, or related financial services roles.
• Demonstrate prior experience in a client-facing servicing capacity, portfolio oversight, or operational management with proven success.
• Show evidence of managing or coordinating servicing transfers, indicating direct involvement in transition projects.
• Highlight manufactured housing, consumer finance, or specialty servicing experience as a distinct professional advantage.
• Exhibit a strong understanding of servicing operations, loan portfolios, payment processing, and regulatory compliance within the financial sector.
• Possess exceptional communication skills, enabling clear and effective dialogue with clients, executives, and cross-functional partners.
• Apply strong problem-solving abilities to navigate complex operational issues and deliver timely solutions.
• Demonstrate proficiency in managing multiple priorities and deadlines in a fast-paced, dynamic work environment.
• Commit to upholding the highest standards of professionalism, discretion, and integrity in all client interactions.
• Leverage analytical skills to interpret data, monitor portfolio health, and drive informed decision-making processes.
• Utilize organizational talents to manage detailed documentation, timelines, and project coordination efficiently.
• Show adaptability to evolving industry regulations, market conditions, and internal policy changes.
• Embrace a collaborative work style, working effectively within a remote-first, distributed team structure.
• Align with Zippy's core values, demonstrating dedication to financial inclusion and innovative solutions in the housing market.

Nice to have

• Experience with specific loan origination or servicing software platforms commonly used in the financial services industry.
• Familiarity with data analytics tools or CRM systems to manage client interactions and performance tracking.
• Knowledge of real estate finance products specific to manufactured or modular housing markets.
• Background in investor relations or managing relationships with institutional capital providers.

Practical notes

This role operates within a remote-first framework, allowing team members to work from Arizona or other locations including Dallas, Houston, Knoxville, Omaha, Philadelphia, and Phoenix. The position is full-time and requires availability during standard business hours to coordinate with clients and internal teams across various time zones. Travel may be required occasionally for onsite visits or client meetings as dictated by operational needs. Employment is contingent upon meeting the outlined qualifications and demonstrating alignment with Zippy's mission of simplifying manufactured home financing.