Senior Investor Suspense Analyst

About the team The Post Closing team at Zillow Home Loans is a collaborative, high-performing group dedicated to delivering outstanding service and operational excellence throughout the mortgage lending process. Team members work closely together, sharing knowledge and supporting one another to achieve shared goals. We cultivate a respectful, inclusive, and solution-focused environment, making our workplace both productive and rewarding. As part of this team, your contributions are recognized and celebrated, and you’ll help uphold our reputation as a leader in post-closing operations. About the role As a Senior Investor Suspense Analyst at Zillow Home Loans, you’ll be a seasoned mortgage professional responsible for resolving complex and often ambiguous post-closing suspense issues and audit findings to ensure timely, compliant loan purchases. You will work across a broad range of products and investors, applying deep mortgage underwriting knowledge and sound judgment to protect revenue, reduce defects, and maintain strong investor relationships. You will independently own and prioritize your work, frequently handling the most challenging files within the suspense pipeline. You’ll collaborate with cross-functional partners to address recurring issues, contribute to process improvements, and serve as a go-to resource and mentor for Investor Suspense Analysts on the team. In this fully remote position, you’ll gather documentation, address deficiencies, and uphold high service standards as part of a supportive, high-performing team committed to integrity and operational excellence. Research and resolve suspense issues and audit findings from external sources (MI companies, investors, agencies) and internal Post Closing reviews, in accordance with investor-specific timeframes, focusing on the more complex or high-risk scenarios, in accordance with investor-specific timeframes, up to and including re-underwriting the loan. Independently diagnose and resolve a wide range of complex suspense issues, including those with ambiguous or partially defined root causes, using established guidelines, investor overlays, and professional judgment. Gather all documentation necessary to cure issues, including contacting internal employees, borrowers, and outside vendors. Exercise judgment in prioritizing work based on severity, financial impact, and aging, escalating only when necessary or when policy interpretation is unclear. Partner with Capital Markets, Loan Delivery, Insuring, Fulfillment, Compliance, and other teams to gather documentation, clarify requirements, and resolve issues that span multiple steps of the mortgage lifecycle. Input and maintain information within the Loan Origination System (Encompass) and/or AirTable from initial notification to loan funding. Identify recurring trends and defects that originate upstream and share clear, actionable insights with partners to prevent future suspense issues. Build and maintain relationships with investors and internal employees to ensure efficient issue resolution. Collaborate with other Post Closing roles to ensure timely completion of daily duties. Ensure loans are purchased within the time frame set by Capital Markets. Maintain company service level and turn-time standards, including return-call times, return-email times, and task completion times, even when handling a high volume of complex loans. Uphold high standards for data quality, documentation completeness, and compliance in all suspense resolution activities. 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 ro ... (truncated, view full listing at source)