Loss Mitigation Specialist

About the role

The is responsible for managing the full lifecycle of delinquent manufactured home loan accounts through structured loss mitigation strategies. This role owns the evaluation, documentation, and execution of borrower assistance solutions in a compliant and scalable manner. The specialist will serve as a process owner, designing and refining workflows that ensure consistency and transparency across the loss mitigation lifecycle. They will exercise sound judgment when recommending options such as repayment plans, deferrals, modifications, and voluntary surrenders based on verified borrower circumstances. This position requires balancing empathetic borrower communication with strict adherence to investor guidelines and internal policy. The specialist will act as a bridge between borrower needs and investor expectations, ensuring decisions are well-supported and thoroughly documented. They will continuously assess the efficiency of existing procedures and drive improvements that strengthen program integrity and borrower outcomes over time.

Key facts

What you'll do

• Manage an active pipeline of delinquent accounts requiring loss mitigation evaluation, follow-up, and resolution.
• Review borrower financial information, hardship circumstances, and supporting documentation to evaluate eligibility for available loss mitigation solutions.
• Evaluate and recommend appropriate borrower assistance strategies, including repayment plans, payment deferrals, loan modifications, voluntary surrenders, and other available retention or liquidation solutions.
• Communicate clearly and professionally with borrowers regarding available options, required documentation, decisions, expectations, and next steps.
• Maintain consistent follow-up to ensure files progress timely and do not remain unnecessarily stagnant.
• Escalate complex borrower situations or exceptions to the appropriate leadership, Compliance, Legal, or servicing resource.
• Serve as a subject matter expert for Zippy's Loss Mitigation program and borrower assistance processes.
• Help build and formalize a scalable Loss Mitigation operating model as the servicing organization continues to grow.
• Develop, document, implement, and continuously improve standard operating procedures, workflows, decision trees, documentation standards, and escalation paths.
• Identify gaps, inefficiencies, manual processes, and areas of operational risk within existing workflows and recommend practical solutions.
• Help establish consistent processes for intake, financial review, eligibility determination, approval, documentation, execution, monitoring, and completion of loss mitigation solutions.
• Partner with leadership to develop clear roles, responsibilities, service-level expectations, and handoffs between Loss Mitigation and other servicing functions.
• Develop and maintain reporting that provides visibility into Loss Mitigation pipeline activity, aging, approvals, denials, resolutions, borrower outcomes, and operational trends.
• Monitor portfolio and pipeline performance to identify trends, bottlenecks, recurring issues, and opportunities for improvement.
• Assist leadership in establishing meaningful key performance indicators and performance expectations for the Loss Mitigation function.
• Perform detailed account and data analysis to support operational initiatives, risk assessments, and strategic decisions related to loss mitigation outcomes.
• Collaborate with Collections, Customer Service, Bankruptcy, Legal, Compliance, Underwriting, and Servicing leadership to ensure alignment on documentation, compliance, and investor requirements.

Requirements

• Demonstrated experience in mortgage servicing, with a strong focus on loss mitigation, default management, and collections.
• Possess prior experience working with manufactured housing, chattel loans, or other unique secured personal property lending products is strongly preferred.
• Exhibit a high level of analytical ability, using quantitative and qualitative data to assess borrower situations and determine appropriate actions.
• Show proficiency in managing multiple files simultaneously while maintaining strict attention to detail and accuracy.
• Demonstrate excellent written and verbal communication skills, with the ability to translate complex policies into clear borrower-facing guidance.
• Have a proven track record of working effectively within cross-functional teams, including Legal, Compliance, Underwriting, and Customer Service.
• Display strong ownership mentality, taking initiative to identify problems, propose solutions, and drive process improvements independently.
• Comfortably operate in a dynamic environment where procedures, tools, and requirements are continuously evolving.

Nice to have

• Experience with developing and maintaining standard operating procedures, workflows, and process documentation.
• Familiarity with regulatory expectations, investor guidelines, and compliance considerations related to loss mitigation and default servicing.
• Exposure to data reporting, key performance indicator tracking, and the use of analytics to monitor portfolio performance.
• Knowledge of best practices in borrower retention, liquidation strategies, and sustainable loss mitigation program design.

Practical notes

Remote work is enabled across the United States with team members located in cities such as Dallas, Houston, Knoxville, Omaha, Philadelphia, Phoenix, and other locations. The role operates during standard business hours, with flexibility required to support cross-functional collaboration and borrower needs. Travel is not required for this position. Employment is at-will and must comply with Zippy's policies and procedures, including those related to confidentiality and data handling.