Senior Investor Suspense Analyst

About The Team

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.

About The Role

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. 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.

Who you are

• 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
• 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

Preferred Qualifications

• 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

Who we are

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.