[Hiring] Senior Investor Suspense Analyst @Zillow

Role Description

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.

• Work across a broad range of products and investors, applying deep mortgage underwriting knowledge and sound judgment.
• Independently own and prioritize your work, frequently handling the most challenging files within the suspense pipeline.
• Collaborate with cross-functional partners to address recurring issues and contribute to process improvements.
• Gather documentation, address deficiencies, and uphold high service standards as part of a supportive, high-performing team.
• Research and resolve suspense issues and audit findings from external sources and internal Post Closing reviews.
• Independently diagnose and resolve a wide range of complex suspense issues.
• 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.
• Partner with various teams to gather documentation, clarify requirements, and resolve issues.
• Input and maintain information within the Loan Origination System (Encompass) and/or AirTable.
• Identify recurring trends and defects and share actionable insights with partners.
• Build and maintain relationships with investors and internal employees.
• 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.
• Uphold high standards for data quality, documentation completeness, and compliance in all suspense resolution activities.

Qualifications

• Minimum of 7 years of experience in mortgage underwriting, processing, post-closing, investor delivery, or other directly related roles.
• 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.
• Experience communicating documentation requests to borrowers and creating urgency.
• Strong understanding of compliance with respect to Disclosure documents and related timing.
• Demonstrated ability to work on a broad range of issues requiring deeper investigation and interpretation.
• Proven ability to use professional concepts, policies, and prior experience to offer solutions.
• Ability to collaborate effectively across teams and functions.
• Excellent written and verbal communication skills.
• 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.

Requirements

• Detail-oriented, seasoned mortgage professional with deep experience in underwriting, processing, or post-closing.
• Comfortable taking on complex, nuanced suspense issues.
• Strong problem-solving skills and ability to dig into ambiguous files.
• Collaborative mindset and commitment to continuous improvement.
• Recognized for delivering high-quality work and supporting others.

Benefits

• Competitive base salary.
• Eligible for equity awards based on factors such as experience, performance, and location.