Senior Investor Suspense Analyst

Zillow

1d•$31 - $52•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 a Senior Investor Suspense Analyst, you will join a growing team that partners across mortgage operations to solve complex file issues, improve consistency, and help shape an evolving function. 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.

Requirements

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

Nice To Haves

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.

Responsibilities

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.