About the role

As a Senior Investor Suspense Analyst, you will take ownership of the team's most complex post-closing suspense scenarios and help drive loans to investor purchase. This is an opportunity for a highly skilled mortgage professional who brings strong technical judgment, thrives in ambiguity, and knows how to work across partners to solve difficult file-level issues. In this role, you will play a visible part in improving processes, supporting complex research and validation, and helping strengthen a critical function within Zillow Home Loans.

You Will Get To:

• Own and manage a pipeline of complex investor suspense files, including escalations, non-routine conditions, and time-sensitive post-closing issues
• Research root causes, review documentation, and determine the most effective path to resolution for challenging file-level issues
• Recalculate income, interpret automated underwriting findings, and assess mortgage documentation to resolve issues preventing investor purchase
• Validate investor conditions by identifying missing documentation, confirming whether conditions have already been satisfied, and escalating or challenging issues when appropriate
• Partner closely with leadership, loan delivery, credit policy, and cross-functional mortgage operations teams to resolve documentation, data, and process gaps
• Navigate internal tools, loan files, and investor or aggregator systems to research issues, document findings, and keep high-priority files moving toward sale
• Exercise sound independent judgment while balancing speed, quality, risk awareness, and customer impact
• Identify trends, recommend process improvements, and help create greater consistency in how investor suspense files are worked across the team
• Serve as a thought partner on complex mortgage scenarios while helping strengthen team knowledge, workflow discipline, and overall operational effectiveness.

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, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia 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

• 5+ years of relevant mortgage operations experience, with meaningful depth across processing, funding, closing, post-closing, investor suspense, underwriting, or related backend mortgage functions
• Strong knowledge of underwriting concepts, income calculation, automated underwriting findings, mortgage documentation review, and post-closing file analysis
• Experience diagnosing and resolving complex mortgage issues through independent research, sound judgment, and thoughtful decision-making
• Ability to assess investor conditions, determine whether requirements have been satisfied, and identify the best path to resolution
• Strong problem-solving skills, file judgment, and comfort operating in ambiguous, high-pressure situations
• Clear, professional written and verbal communication skills, with the ability to navigate sensitive situations and partner effectively across teams
• Strong attention to detail, risk awareness, and ownership in a high-volume, deadline-driven environment
• Comfort working across multiple systems, tools, and workflows, including Outlook, Word, Excel, Google Workspace equivalents, and mortgage-specific platforms
• 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:

• Prior underwriting experience.
• Direct investor suspense experience and strong post-closing exposure.
• Experience working with loan delivery, investor purchase conditions, or post-closing escalations
• 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.