Note: The job is a remote job and is open to candidates in USA. Zillow Home Loans is focused on enhancing the mortgage experience, and they are seeking a Senior Investor Suspense Analyst to resolve post-closing issues that can delay loan purchases. This role involves managing complex investor suspense scenarios, collaborating with various teams, and improving processes within the mortgage operations.

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

Skills

• 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
• 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

Benefits

• In addition to a competitive base salary this position is also eligible for equity awards based on factors such as 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.

Company Overview

Company H1B Sponsorship