Investor Suspense Analyst

About the team At Zillow Home Loans, we are building a smoother, more reliable mortgage experience from origination through post-closing. 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. As an Investor Suspense Analyst, you’ll join a growing team within a newly built suspense function and help shape how the team operates as Zillow Home Loans continues to scale. About the role As an Investor Suspense Analyst , you’ll manage an active pipeline of post-closing suspense items and help resolve the issues preventing investor purchase. In this role, you’ll partner across internal teams and with external investors and aggregators to research issues, gather documentation, and move loans toward sale with urgency, accuracy, and care. Your work will directly support timely loan sale execution, strong operational performance, and a positive customer experience. This is a great opportunity for someone who enjoys solving complex problems and wants to make a visible impact in a fast-paced mortgage environment. You Will Get To:  Own and actively manage an investor suspense pipeline, ensuring files are prioritized, worked within service levels, and moved toward sale Review investor conditions and loan documentation to determine what is needed to clear suspense items and resolve outstanding issues Partner with internal teams, aggregators, and investors to research file discrepancies, validate documentation, and coordinate next steps Navigate multiple systems and investor portals to track conditions, maintain file progress, and document updates accurately Communicate professionally with internal partners, external contacts, and borrowers, when needed, to gather information and move files forward Exercise sound judgment in identifying when to resolve issues independently and when to escalate more complex scenarios Contribute to process improvements, trend identification, and stronger visibility into recurring suspense issues Help protect the customer experience and Zillow brand by handling sensitive situations with professionalism, urgency, and empathy 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, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia 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 2+ years of relevant mortgage operations experience, ideally in post-closing, investor suspense, funding, closing, processing, or a related back-end mortgage function Experience managing a pipeline or high-volume queue while working against deadlines and service levels Familiarity with loan documentation and the ability to interpret conditions, identify missing items, and work through post-closing issues Strong written and verbal communication skills, including the ability to handle sensitive borrower or partner interactions professionally Strong system navigation skills, proficiency with standard productivity tools such as Outlook, Word, and Excel or Google Workspace equivalents, and comfort learning multiple tools, portals, and workflows Demonstrated problem-solving skills, sound judgment, and the ability to work through ambiguity in a fast-paced environment Strong organization, attention to detail, and follow-through, with the ability to take ownership in a growing and evolving function Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences Preferred Qualifications: Post-closing or investor suspense experience Experience working with investors, aggregators, or loan delivery partners 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 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