Investor Suspense Analyst

Zillow

1d•$26 - $44•Remote

About The Position

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. 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.

Requirements

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

Nice To Haves

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

Responsibilities

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