Senior Investor Suspense Analyst

About the job

About the team

The Senior Specialist, Mortgage Operations, Post Closing ensures completed mortgage loan files are accurate, compliant, and fully documented before sale or transfer to investors and secondary-market partners. This role reviews closed loan packages, resolves post-closing conditions and defects, and coordinates with internal teams and external counterparties so loans can be boarded, delivered, and funded on time.

About the role

• Lead comprehensive post-closing review of closed loan files to confirm data accuracy, required documentation, and alignment with investor, agency, and regulatory requirements prior to delivery.

• Resolve complex post-closing defects and suspense items by researching issues, obtaining missing or corrected documentation, and coordinating with closing, underwriting, secondary marketing, and servicing teams.

• Monitor investor, warehouse, and secondary-market conditions and respond to post-closing stipulations, trailing document requests, and audit findings within required timeframes to minimize risk and avoid financial penalties.

• Analyze loan-level and pipeline-level quality trends, identify recurring post-closing issues, and recommend process or control improvements to reduce defects and rework. Maintain up-to-date knowledge of applicable agency, investor, and regulatory guidelines that impact post-closing requirements and apply that knowledge in daily file review and issue resolution.

• Document post-closing workflows, reconcile file status in loan systems, and provide clear, timely updates and escalations to leaders and stakeholders on aging items and delivery risk.

• Mentor less-experienced team members on post-closing best practices, quality expectations, and effective communication with internal and external partners.

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 $83,500.00 - $133,500.00 annually. 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 $79,400.00 - $126,800.00 annually. 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

• 8+ years of experience in mortgage operations, with significant experience in closing and post-closing loan file review, delivery, or servicing transfer activities.

• Demonstrated experience interpreting and applying investor, agency, and regulatory requirements to completed mortgage loan files.

• Proven experience researching and resolving complex loan defects or suspense conditions under tight deadlines in a high-volume environment.

• Experience using common mortgage or loan origination/servicing systems and standard productivity tools to manage pipeline, documentation, and reporting.

• Or an equivalent combination of education and experience.

Preferred Qualifications

• Active or prior FHA Direct Endorsement (DE) underwriting certification and/or VA Staff Appraisal Reviewer (SAR) certification strongly preferred.
• Experience applying FHA, VA, agency, and investor requirements in a mortgage post-closing, quality-control, underwriting, or loan-delivery environment preferred.

Get to know us

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help people navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company reshaping an industry and helping more people make home a reality.

How we work is a key part of that transformation. Through Cloud HQ, our strategic approach to distributed work, most employees have the flexibility to work from wherever they’re most productive—enabling us to move fast, stay connected and deliver on our people promise.

Zillow is honored to be recognized among the best workplaces in the U.S. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2026, and included on TIME’s America’s Best Companies 2026 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.