Zillow

Senior Investor Suspense Analyst

Remote-USA · Senior

Sponsorship not specified$33k-$52kDetected 20 days ago

Pipeline ManagementExcelCustomer SupportResearchLeadershipCommunicationProblem SolvingMicrosoft OfficeUnderwriting

About the role

In this role, you will play a visible part in improving processes, supporting complex research and validation, and helping strengthen a critical function within Zillow Home Loans.
Research root causes, review documentation, and determine the most effective path to resolution for challenging file-level issues
The Investor Suspense team plays an important role in that work by resolving post-closing issues that can delay loan purchase and impact the customer and investor experience.

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.
As a Senior Investor Suspense Analyst, you will take ownership of the team's most complex post-closing suspense scenarios and help drive loans to investor purchase.
Own and manage a pipeline of complex investor suspense files, including escalations, non-routine conditions, and time-sensitive post-closing issues
Validate investor conditions by identifying missing documentation, confirming whether conditions have already been satisfied, and escalating or challenging issues when appropriate
Partner closely with leadership, loan delivery, credit policy, and cross-functional mortgage operations teams to resolve documentation, data, and process gaps
Navigate internal tools, loan files, and investor or aggregator systems to research issues, document findings, and keep high-priority files moving toward sale
Identify trends, recommend process improvements, and help create greater consistency in how investor suspense files are worked across the team
Serve as a thought partner on complex mortgage scenarios while helping strengthen team knowledge, workflow discipline, and overall operational effectiveness.

5+ years of relevant mortgage operations experience, with meaningful depth across processing, funding, closing, post-closing, investor suspense, underwriting, or related backend mortgage functions
Strong knowledge of underwriting concepts, income calculation, automated underwriting findings, mortgage documentation review, and post-closing file analysis
Experience diagnosing and resolving complex mortgage issues through independent research, sound judgment, and thoughtful decision-making
Ability to assess investor conditions, determine whether requirements have been satisfied, and identify the best path to resolution
Comfort working across multiple systems, tools, and workflows, including Outlook, Word, Excel, Google Workspace equivalents, and mortgage-specific platforms
We encourage you to apply if you have transferable skills or related experiences

Prior underwriting experience.
Direct investor suspense experience and strong post-closing exposure.
Experience working with loan delivery, investor purchase conditions, or post-closing escalations
Familiarity with Airtable or similar workflow and pipeline management tools.
Experience in a fast-growth or process-light environment where flexibility and initiative are important.
Zillow is honored to be recognized among the best workplaces in the country.
Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $32.60 - $52.00 hourly.
The base pay range is specific to these locations and may not be applicable to other locations.

At Zillow Home Loans, we are building a smoother, more reliable mortgage experience from origination through post-closing.
As a Senior Investor Suspense Analyst, you will join a growing team that partners across mortgage operations to solve complex file issues, improve consistency, and help shape an evolving function.

al employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status

This listing is sourced directly from Zillow's careers page and normalized into a canonical job model.