Senior Investor Suspense Analyst

About the teamThe 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 a Senior Investor Suspense Analyst at Zillow Home Loans, you’ll be a seasoned mortgage professional responsible for resolving complex and often ambiguous post-closing suspense issues and audit findings to ensure timely, compliant loan purchases. You will work across a broad range of products and investors, applying deep mortgage underwriting knowledge and sound judgment to protect revenue, reduce defects, and maintain strong investor relationships. You will independently own and prioritize your work, frequently handling the most challenging files within the suspense pipeline. You’ll collaborate with cross-functional partners to address recurring issues, contribute to process improvements, and serve as a go-to resource and mentor for Investor Suspense Analysts on the team. 

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.

• Research and resolve suspense issues and audit findings from external sources (MI companies, investors, agencies) and internal Post Closing reviews, in accordance with investor-specific timeframes, focusing on the more complex or high-risk scenarios, in accordance with investor-specific timeframes, up to and including re-underwriting the loan.

• Independently diagnose and resolve a wide range of complex suspense issues, including those with ambiguous or partially defined root causes, using established guidelines, investor overlays, and professional judgment.

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

• Exercise judgment in prioritizing work based on severity, financial impact, and aging, escalating only when necessary or when policy interpretation is unclear.

• Partner with Capital Markets, Loan Delivery, Insuring, Fulfillment, Compliance, and other teams to gather documentation, clarify requirements, and resolve issues that span multiple steps of the mortgage lifecycle.

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

• Identify recurring trends and defects that originate upstream and share clear, actionable insights with partners to prevent future suspense issues.

• 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, even when handling a high volume of complex loans.

• Uphold high standards for data quality, documentation completeness, and compliance in all suspense resolution activities.

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 $32.60 - $52.00 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 $31.00 - $49.40 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 7 years of experience in mortgage underwriting, processing, post-closing, investor delivery, or other directly related roles (or equivalent combination of education and experience), with a strong track record handling complex loan scenarios. 

• Proven expertise in lending requirements for Jumbo, Conventional, FHA, and VA loans.

• Detailed knowledge of the origination/underwriting process and loan decisioning.

• Detailed knowledge of origination loan documents, closing and legal documents, credit and income documents, and insurance documents.

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

• Experience communicating documentation requests to borrowers, overcoming objections, and creating urgency.  

• Strong understanding of compliance with respect to Disclosure documents (LEs and CDs) and related timing, as well as MDIA and APR rules (TILA, RESPA, etc.).

• Demonstrated ability to work on a broad range of issues where the problem is somewhat defined but often includes areas of ambiguity that require deeper investigation and interpretation and offer creative, innovative solutions to a wide range of issues.

• Proven ability to use professional concepts, policies, and prior experience to offer solutions within an established framework, but with intermittent supervision. This role requires some decision making authority. 

• Ability to collaborate effectively across teams and functions, building productive relationships with internal partners and external contacts (e.g., investors, MI companies, vendors).

• Excellent written and verbal communication skills, including the ability to explain complex situations clearly and professionally to varied audiences.

• 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.

• Proficiency in Microsoft Office suite.

• Willingness to work overtime as required.

You are a detail-oriented, seasoned mortgage professional with deep experience in underwriting, processing, or post-closing, and you are comfortable taking on the more complex, nuanced suspense issues on the team.

You excel at problem-solving and are energized by digging into ambiguous files, collaborating with cross-functional partners, and finding practical, compliant solutions that keep loans moving to purchase.

You communicate clearly with diverse stakeholders, bring a collaborative mindset, and are committed to continuous improvement—for yourself, your teammates, and our processes. You thrive in fast-paced environments and are recognized for your ability to deliver high-quality work and support others in doing the same. 

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.