Senior Loss Mitigation & Process Improvement Lead - Remote

Zippy, Inc.; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Equity for All

Remote Work

Comprehensive Health Coverage

Paid Time Off

Training & Licensing Support

Job summary

Zippy, Inc. is seeking an experienced Loss Mitigation Program Specialist to advance our mortgage servicing capabilities.

This role focuses on evaluating borrower hardship, designing scalable loss mitigation processes, and collaborating with Compliance, Legal, and Servicing leadership to optimize outcomes. The ideal candidate will bring 3–5 years of loss mitigation and collections experience, strong Excel skills, and a proactive approach to process improvement.

Qualifications

• Minimum of three (3) years of mortgage servicing experience.
• Three (3) to five (5) years of direct Loss Mitigation experience.
• 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 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.

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.
• Develop, document, implement, and continuously improve standard operating procedures, workflows, decision trees, documentation standards, and escalation paths.

Skills

Mortgage servicing

Loss Mitigation

Collections

Analytical thinking

Excel

Tools

FICS

Loan servicing software

Job description

Zippy, Inc. is seeking an experienced Loss Mitigation Program Specialist to advance our mortgage servicing capabilities.

This role focuses on evaluating borrower hardship, designing scalable loss mitigation processes, and collaborating with Compliance, Legal, and Servicing leadership to optimize outcomes. The ideal candidate will bring 3–5 years of loss mitigation and collections experience, strong Excel skills, and a proactive approach to process improvement.