About the team

The Post Closing team at Zillow Home Loans is a collaborative, high-performing group dedicated to delivering outstanding service and operational excellence throughout the mortgage lending process. Team members work closely together, sharing knowledge and supporting one another to achieve shared goals. We cultivate a respectful, inclusive, and solution-focused environment, making our workplace both productive and rewarding. As part of this team, your contributions are recognized and celebrated, and you’ll help uphold our reputation as a leader in post-closing operations.

About the role

As an Investor Suspense Analyst at Zillow Home Loans, you’ll play a vital role in resolving post-closing suspense issues and audit findings to ensure timely, compliant loan purchases. Leveraging your expertise in mortgage operations, you’ll use independent judgment in ambiguous situations and collaborate with internal teams and external partners to deliver innovative solutions. In this fully remote position, you’ll gather documentation, address deficiencies, and uphold high service standards as part of a supportive, high-performing team committed to integrity and operational excellence.

Responsibilities

• Research and resolve suspense issues and audit findings from external sources (such as MI Companies, Investors, Agencies) and internal Post Closing reviews, in accordance with investor-specific timeframes.

• Independently research and resolve a wide range of complex suspense issues, including those with ambiguous or undefined root causes.

• Gather all documentation necessary to cure issues, including contacting internal employees, borrowers, and outside vendors.

• Exercise judgment and decision-making authority in prioritizing and resolving issues, escalating only when necessary.

• Input and maintain information within the Loan Origination System (Encompass) from initial notification to loan funding.

• Identify trends and recurring issues, recommending and implementing process improvements.

• Build and maintain relationships with investors and internal employees to ensure efficient issue resolution.

• Collaborate with other Post Closing roles to ensure timely completion of daily duties.

• Ensure loans are purchased within the time frame set by Capital Markets.

• Maintain company service level and turn-time standards, including return-call times, return-email times, and task completion times.

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This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $27.60 - $44.00 hourly. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $26.20 - $41.80 hourly. The base pay range is specific to these locations and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

• Minimum of 5 years of experience in mortgage underwriting, processing, or other directly related roles (or equivalent combination of education and experience).

• Experience with lending requirements for Jumbo, Conventional, FHA, and VA loans.

• Familiarity with origination loan documents, closing and legal documents, credit and income documents, and insurance documents.

• Experience reviewing and completing income calculations, ordering and reviewing appraisal reports, credit reports, and other loan documentation to cure deficiencies.

• Ability to communicate documentation requests to borrowers and overcome objections.

• Understanding of compliance requirements for Disclosure documents (LEs and CDs), related timing, and regulations such as MDIA and APR rules (TILA, RESPA, etc.).

• Demonstrated ability to resolve complex, ambiguous issues and to innovate within established processes.

• Ability to collaborate across teams and lead cross-functional initiatives to resolve operational challenges.

• Exceptional attention to detail and time management skills.

• Ability to produce and maintain reports outlining trends and key findings from investors.

• Ability to thrive in a fast-paced environment, handle pressure, and meet deadlines.

• Willingness to contribute to defining processes and procedures.

• Strong problem-solving and process improvement skills.

• Excellent written and verbal communication skills.

• Proficiency in Microsoft Office suite.

• Willingness to work overtime as required.

You are a detail-oriented mortgage professional with at least five years of experience in underwriting or processing, skilled in handling Jumbo, Conventional, FHA, and VA loans. You excel at problem-solving, communicating clearly with diverse stakeholders, and thriving in fast-paced environments, bringing a collaborative mindset, strong compliance knowledge, and a commitment to continuous process improvement. You thrive in complex, ambiguous situations and are recognized for your ability to deliver creative solutions.

Get to know us

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.