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
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 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.