Investor Suspense Analyst

About the teamSpecializes in verifying information submitted by loan applicants for accuracy and adherence to established underwriting criteria. Responsible for obtaining any third-party documentation, such as titles, appraisals, insurance, down payment sources, etc. Prepares loan set-up packages and submits files.

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.

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 investor

s 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.

Requirements

● 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.

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, Colorado, Connecticut, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, Washington state, and Washington DC the standard base pay range for this role is $27.00 - $43.20 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, Washington state, and Washington DC 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.

Who you are

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

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

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.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.