About the teamAt Zillow Home Loans, we are redefining the home financing experience by combining real estate expertise with innovative technology. The goal is to simplify and accelerate the home-buying journey, crafting a seamless and efficient process for all!

The Loan Servicing Specialist plays a key role in supporting this mission! This position involves managing loan servicing operations, ensuring compliance with legal, regulatory, and investor guidelines, and monitoring vendor performance. The work directly impacts service quality and provides opportunities to drive improvements across operations.

Transparency and collaboration are at the core of what we do. This role also involves crafting detailed reports for leadership and contributing to important decision-making processes across the company.

About the role

Task and Project Completion: Complete assigned tasks and projects using good judgment with limited direct supervision and guidance.

Vendor Oversight: Manage the vendor relationships and operations for loan boarding and release activities.

Performance Monitoring: Track and monitor key servicing metrics; provide analysis and report findings to management.

MERS Processing: Ensure timely and accurate completion of MERS processing, whether performed by ZHL or third-party vendors.

Accounting and Fund Transfers: Verify that accounting entries and fund transfers balance accurately; prepare wire transfers for approval.

Operational Control Reporting: Develop and generate reports for the onboarding and servicing transfer of loans; monitor processes to ensure compliance with investor and regulatory requirements. Address any exceptions by notifying the appropriate department or vendor for swift resolution.

Support to Customer Experience Team: Provide analytical support and conduct research to assist the ZHL Customer Experience team in resolving escalated consumer or regulatory inquiries.

This is a non-exempt remote position with no supervisory responsibilities. Standard working hours are Monday to Friday, 8:00 AM - 5:00 PM, with occasional overtime as needed. In some cases, remote employees may need to reside in specific regions or time zones to best support customers or clients.

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 $23.20 - $34.80 Hourly. 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

Education: High school diploma or equivalent required; Bachelor's Degree in Accounting, Business, Finance, or related field preferred.

Experience: 3-5+ years of experience in mortgage interim servicing and retained servicing subservicer oversight required.

Regulatory Knowledge: Proven intermediate knowledge of mortgage servicing regulations, including FHLMC, FNMA, and GNMA servicing rules, required.

Technical Proficiency: Proficient in Microsoft Office applications, including Word, Excel, Access, and PowerPoint. Advanced knowledge of spreadsheet management in Excel and database management in Access required.

Mortgage Systems Knowledge: Proficient with mortgage servicing and origination platforms, including Black Knight MSP and Encompass required.

Document Interpretation: Ability to read and interpret documents such as promissory notes, regulatory/legal directives, and other loan-related documents.

Interpersonal Skills: Strong written and verbal communication skills to effectively interact with borrowers, investors, colleagues, and management.

Mathematical Proficiency: Proven mathematical skills, with the ability to build data reports and perform calculations as needed.

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.