Loss Mitigation Specialist

Zippy; United States; On-site; USD 75,000 - 110,000; Full time

Job summary

Zippy is seeking an experienced Loss Mitigation Program Specialist to advance our Loss Mitigation program.

The role focuses on shaping and maturing loss mitigation processes, workflows, and controls to support borrowers and our growing servicing organization.

Qualifications

• Three (3) to five (5) years of losses mitigation, collections, and mortgage servicing experience.
• Experience evaluating borrower hardship and documenting workout solutions.
• Experience with default servicing, delinquency management, and retention or liquidation options.

Responsibilities

• Manage active pipeline of delinquent accounts for loss mitigation evaluation and resolution.
• Review borrower information to determine eligibility for loss mitigation options.
• Develop and implement standardized loss mitigation processes and escalation paths.
• Provide clear borrower communications on options, documentation, decisions, and next steps.
• Monitor and report on pipeline activity and performance metrics.

Skills

Mortgage servicing

Loss mitigation

Collections

Analytical thinking

Excel

Communication

Attention to detail

Process improvement

Organization

Collaboration

Tools

FICS

Job description

Zippy is seeking an experienced Loss Mitigation Program Specialist to play a key role in the continued development and expansion of our Loss Mitigation program.

This position is designed for an experienced mortgage servicing professional with a strong background in loss mitigation, default servicing, and collections. Experience with manufactured housing and chattel loan servicing is strongly preferred and will receive priority consideration.

This is not simply a pipeline-management role. The successful candidate will have the opportunity to help shape, standardize, and mature Zippy’s Loss Mitigation function by establishing processes, developing workflows, identifying operational gaps, strengthening reporting and controls, and helping build a scalable framework that supports both our borrowers and our growing servicing organization.

The ideal candidate is highly analytical, process-oriented, detail-focused, and comfortable operating in an environment where processes are continuing to evolve. This individual should be equally comfortable managing borrower-specific loss mitigation files and stepping back to evaluate how the overall program can operate more efficiently and effectively.

The Loss Mitigation Program Specialist will work closely with Collections, Customer Service, Bankruptcy, Legal, Compliance, Underwriting, and Servicing leadership to ensure borrower assistance strategies are effective, properly documented, compliant, and aligned with applicable investor and business requirements.

KEY RESPONSIBILITIES

• 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.

Program Development & Process Improvement

• 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.

Reporting, Analytics & Quality

• 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 decisions and program enhancements.
• Help establish quality assurance and control processes to ensure files are handled accurately, consistently, and completely.

Compliance & Cross-Functional Partnership

• Ensure account activity and loss mitigation decisions are documented accurately and timely within applicable servicing systems.
• Partner closely with Compliance and Legal to ensure processes align with applicable regulatory requirements, investor guidelines, bankruptcy requirements, and internal policies.
• Collaborate with Collections, Customer Service, Bankruptcy, Legal, Underwriting, and other servicing partners to move accounts toward appropriate resolution.
• Participate in the development of training materials, job aids, procedures, and internal resources as the Loss Mitigation program continues to mature.
• Support the onboarding and development of future Loss Mitigation team members as the function grows.

WHAT SUCCESS LOOKS LIKE

Success in this role means creating both strong individual borrower outcomes and stronger operational infrastructure.

• Timely and consistent management of the Loss Mitigation pipeline.
• Clear, documented, and repeatable processes across the borrower assistance lifecycle.
• Reduced file aging and unnecessary delays.
• Improved visibility into pipeline status, borrower outcomes, and operational performance.
• Accurate and complete account documentation.
• Strong adherence to applicable servicing, investor, regulatory, and internal requirements.
• Improved collaboration between Loss Mitigation and other servicing functions.
• Better borrower experiences during difficult financial situations.
• Continuous identification and implementation of meaningful process improvements.
• A scalable Loss Mitigation framework capable of supporting future portfolio and organizational growth.

REQUIRED QUALIFICATIONS

• Minimum of three (3) years of mortgage servicing experience.
• Three (3) to five (5) years of direct Loss Mitigation experience, including borrower hardship evaluation and the recommendation or administration of workout solutions.
• Three (3) to five (5) years of collections experience, preferably within mortgage servicing, manufactured housing finance, or consumer lending.
• Demonstrated understanding of borrower financial information, including hardship letters, income documentation, bank statements, pay stubs, and financial statements.
• Strong working knowledge of mortgage servicing, default servicing, delinquency management, bankruptcy processes, and loss mitigation workflows.
• Demonstrated ability to manage an active pipeline while balancing competing priorities, deadlines, borrower needs, and operational requirements.
• Experience developing, improving, or documenting operational processes and procedures.
• Strong analytical and problem-solving abilities with the ability to identify trends, exceptions, and process gaps.
• Strong Microsoft Excel skills, including filtering, sorting, pivot tables, lookups, data analysis, and working with large data sets.
• Excellent written and verbal communication skills, including the ability to navigate sensitive and complex borrower conversations.
• Exceptional attention to detail and commitment to accurate documentation.
• Ability to work independently, exercise sound judgment, and take ownership of initiatives from identification through implementation.

PREFERRED QUALIFICATIONS

• Manufactured housing and/or chattel loan servicing experience strongly preferred. Candidates with direct chattel servicing or loss mitigation experience will receive priority consideration.
• Five (5) or more years of experience within manufactured housing, chattel lending, mortgage default servicing, or a closely related servicing environment.
• Experience working with FICS or a comparable loan servicing platform.
• Experience interpreting and applying investor-specific loss mitigation and servicing requirements.
• Familiarity with CFPB servicing requirements and other applicable consumer financial regulations.
• Previous experience helping establish, rebuild, or significantly enhance a Loss Mitigation, Default Servicing, or borrower assistance function.
• Experience developing operational reporting, dashboards, quality controls, or workflow improvements.
• Experience participating in system implementations, process automation, or servicing technology enhancements.
• Bilingual English/Spanish skills are a plus.

CORE COMPETENCIES

Program Builder – Comfortable creating structure, processes, and standards where opportunities for improvement exist.

Analytical Thinking – Able to interpret borrower financial information, operational data, and portfolio trends to support sound decisions.

Ownership & Accountability – Takes responsibility for both individual files and broader program outcomes.

Process Improvement – Consistently identifies better, more scalable ways of working.

Attention to Detail – Maintains a high standard of accuracy in documentation, analysis, and execution.

Sound Judgment – Able to make thoughtful decisions in complex or sensitive situations.

Organization & Prioritization – Successfully manages multiple files, deadlines, initiatives, and competing priorities.

Borrower Focus – Approaches difficult financial situations with professionalism, empathy, clarity, and a focus on sustainable solutions.

Collaboration – Works effectively across departments and understands the importance of strong operational handoffs.

Adaptability – Comfortable working in an evolving environment and helping establish the structure needed to support growth.