Investor Suspense Analyst

This is a fully remote position, open to applicants in California, +7 more states.

📋 Description

• Take ownership of and actively oversee an investor suspense pipeline, ensuring files are prioritized, processed within service levels, and advanced toward sale.

• Assess investor conditions and loan documentation to identify what is required to resolve suspense items and address outstanding issues.

• Collaborate with internal teams, aggregators, and investors to investigate file discrepancies, confirm documentation, and coordinate subsequent actions.

• Navigate various systems and investor portals to monitor conditions, track file progress, and accurately document updates.

• Engage professionally with internal partners, external contacts, and borrowers, as necessary, to collect information and advance files.

• Utilize sound judgment to determine when to independently resolve issues and when to escalate more complex situations.

• Contribute to process enhancements, identify trends, and improve visibility into recurring suspense matters.

• Safeguard the customer experience and uphold the Zillow brand by managing sensitive situations with professionalism, urgency, and empathy.

⛳️ Requirements

• A minimum of 2 years of relevant experience in mortgage operations, preferably in post-closing, investor suspense, funding, closing, processing, or a similar back-end mortgage function.

• Proven experience managing a pipeline or a high-volume queue while adhering to deadlines and service levels.

• Knowledge of loan documentation with the ability to interpret conditions, identify missing items, and resolve post-closing issues.

• Excellent written and verbal communication skills, including the capacity to professionally manage sensitive interactions with borrowers or partners.

• Proficient in system navigation, with a strong command of standard productivity tools like Outlook, Word, and Excel or their Google Workspace counterparts, and comfortable learning various tools, portals, and workflows.

• Demonstrated ability to problem-solve effectively, exercise sound judgment, and navigate ambiguity in a fast-paced environment.

• Strong organizational skills, attention to detail, and thorough follow-through, with the capability to take ownership in a dynamic and evolving function.

🏝️ Benefits

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