Investor Suspense Analyst

Role Overview

• Own and actively manage an investor suspense pipeline, ensuring files are prioritized, worked within service levels, and moved toward sale
• Review investor conditions and loan documentation to determine what is needed to clear suspense items and resolve outstanding issues
• Partner with internal teams, aggregators, and investors to research file discrepancies, validate documentation, and coordinate next steps
• Navigate multiple systems and investor portals to track conditions, maintain file progress, and document updates accurately
• Communicate professionally with internal partners, external contacts, and borrowers, when needed, to gather information and move files forward
• Exercise sound judgment in identifying when to resolve issues independently and when to escalate more complex scenarios
• Contribute to process improvements, trend identification, and stronger visibility into recurring suspense issues
• Help protect the customer experience and Zillow brand by handling sensitive situations with professionalism, urgency, and empathy

Requirements

• 2+ years of relevant mortgage operations experience, ideally in post-closing, investor suspense, funding, closing, processing, or a related back-end mortgage function
• Experience managing a pipeline or high-volume queue while working against deadlines and service levels
• Familiarity with loan documentation and the ability to interpret conditions, identify missing items, and work through post-closing issues
• Strong written and verbal communication skills, including the ability to handle sensitive borrower or partner interactions professionally
• Strong system navigation skills, proficiency with standard productivity tools such as Outlook, Word, and Excel or Google Workspace equivalents, and comfort learning multiple tools, portals, and workflows
• Demonstrated problem-solving skills, sound judgment, and the ability to work through ambiguity in a fast-paced environment
• Strong organization, attention to detail, and follow-through, with the ability to take ownership in a growing and evolving function

Benefits

• equity awards based on factors such as experience, performance and location