Senior Investor Suspense Manager

About the teamZillow Group is on the front lines of radically redefining how consumers buy, sell, and finance homes. We seek to transform the consumer mortgage experience by moving closer to the real estate transaction. We are a fun, fast-paced, and ethical FinTech company. Zillow Home Loans is taking big swings and it’s never been a more exciting time to join our team! At Zillow Home Loans, you will be part of the best Post Closing team in the business, where your contributions are valued and celebrated.

About the role

As a Senior Investor Suspense Manager at Zillow Home Loans, you will play a crucial role in the mortgage lending process. This remote opportunity allows you to work from anywhere while contributing to a company that believes in conducting business with ethics and integrity. Your primary responsibility will be to research and resolve all suspense issues, audit findings, and ensure timely resolution of issues discovered post closing to minimize costs and delays.

RESPONSIBILITIES

• Research and resolve suspense issues and audit findings from external sources such as MI Companies, Investors, Agencies, and internal Quality Control promptly and in accordance with investor-specific timeframes.

• Gather all documentation necessary to cure issues, including contacting internal employees, borrowers, and outside vendors to obtain necessary documentation.

• Input and maintain information within the LOS (Encompass) from initial notification to loan funding.

• Build and maintain relationships with investors and internal employees to ensure quick documentation processing and 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 and build reporting to manage SLAs.

• Maintain company service level and turn-time standards, including return-call times, return-email times, and task completion times.

REQUIREMENTS

• A minimum of 10 years of mortgage closing, post-closing, or other directly related experience with a minimum of 5 years of management experience.

• Proven expertise in lending requirements for Jumbo, Conventional, FHA, and VA loans.

• Detailed knowledge of the origination process and the decisioning process. 

• Detailed knowledge of origination loan documents, closing and legal documents, credit and income documents, and insurance documents.

• Demonstrated expertise reviewing and completing income calculations, ordering and reviewing appraisal reports, credit reports, and other loan documentation to cure loan deficiencies.

• Experience communicating documentation requests to borrowers, overcoming objections, and creating urgency.  

• Strong understanding of compliance with respect to Disclosure documents (LEs and CDs) and related timing, as well as MDIA and APR rules (TILA, RESPA, etc.).

• Exceptional attention to detail and time management skills.

• Independently produce and maintain reporting to share with senior leaders outlining trends and key findings from investors.

• Ability to thrive in a fast-paced environment with the skills to handle pressure and meet deadlines. 

• Ability to create clarity from ambiguity and thrive while independently defining processes and procedures for the team.

• Advanced problem-solving and process improvement skills.

• Strong written and verbal communication skills.

• Proficient in Microsoft Office suite.

• Willingness to work overtime as required.

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, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $79,300.00 - $126,700.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

You are an independent problem solver with a strong sense of urgency and a focus on quality. You take pride in your work and are dedicated to successfully implementing solutions to complex problems. Your ability to actively resolve issues in a dynamic, process-centered environment makes you an invaluable asset to the team. You identify patterns and drive improvements to systems and processes. You are a self-starter that models Zillow core values and is a culture carrier for the team.

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.