Investor Suspense Analyst

About The Team

The Post Closing team at Zillow Home Loans is a collaborative, high-performing group dedicated to delivering outstanding service and operational excellence throughout the mortgage lending process. Team members work closely together, sharing knowledge and supporting one another to achieve shared goals. We cultivate a respectful, inclusive, and solution-focused environment, making our workplace both productive and rewarding. As part of this team, your contributions are recognized and celebrated, and you’ll help uphold our reputation as a leader in post-closing operations.

About The Role

As an Investor Suspense Analyst at Zillow Home Loans, you’ll play a vital role in resolving post-closing suspense issues and audit findings to ensure timely, compliant loan purchases. Leveraging your expertise in mortgage operations, you’ll use independent judgment in ambiguous situations and collaborate with internal teams and external partners to deliver innovative solutions. In this fully remote position, you’ll gather documentation, address deficiencies, and uphold high service standards as part of a supportive, high-performing team committed to integrity and operational excellence.

Responsibilities

• Research and resolve suspense issues and audit findings from external sources (such as MI Companies, Investors, Agencies) and internal Post Closing reviews, in accordance with investor-specific timeframes.
• Independently research and resolve a wide range of complex suspense issues, including those with ambiguous or undefined root causes.
• Gather all documentation necessary to cure issues, including contacting internal employees, borrowers, and outside vendors.
• Exercise judgment and decision-making authority in prioritizing and resolving issues, escalating only when necessary.
• Input and maintain information within the Loan Origination System (Encompass) from initial notification to loan funding.
• Identify trends and recurring issues, recommending and implementing process improvements.
• Build and maintain relationships with investors and internal employees to ensure efficient issue resolution.
• 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, including return-call times, return-email times, and task completion times.

Who You Are

• Minimum of 5 years of experience in mortgage underwriting, processing, or other directly related roles (or equivalent combination of education and experience).
• Experience with lending requirements for Jumbo, Conventional, FHA, and VA loans.
• Familiarity with origination loan documents, closing and legal documents, credit and income documents, and insurance documents.
• Experience reviewing and completing income calculations, ordering and reviewing appraisal reports, credit reports, and other loan documentation to cure deficiencies.
• Ability to communicate documentation requests to borrowers and overcome objections.
• Understanding of compliance requirements for Disclosure documents (LEs and CDs), related timing, and regulations such as MDIA and APR rules (TILA, RESPA, etc.).
• Demonstrated ability to resolve complex, ambiguous issues and to innovate within established processes.
• Ability to collaborate across teams and lead cross-functional initiatives to resolve operational challenges.
• 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.
• Willingness to contribute to defining processes and procedures.
• Strong problem-solving and process improvement skills.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office suite.
• Willingness to work overtime as required.

Key skills/competency

• Mortgage Operations
• Suspense Resolution
• Loan Documentation
• Compliance Regulations (TILA, RESPA)
• Encompass LOS
• Process Improvement
• Relationship Management
• Problem-Solving
• Underwriting Principles
• Audit Findings