Trailing Document Specialist-1

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. The team cultivates a respectful, inclusive, and solution-focused environment, making the workplace both productive and rewarding. As part of this team, your contributions are recognized and celebrated, and you’ll help uphold Zillow’s reputation as a leader in post-closing operations.

About The Role
As a Trailing Document Specialist at Zillow Home Loans, you will play a crucial role in the mortgage lending process. Your primary responsibility will be to process and manage recorded mortgage documents and final title policies, ensuring compliance with investor and agency guidelines and maintaining accurate records. You will follow up on aging documents, review them for errors, obtain corrections, and ensure work is completed in a timely manner in accordance with investor guidelines.

Key Responsibilities

Receive final title policy and recorded mortgage/Deed of Trust

Audit, scan, and upload to LOS (Encompass)

Engage in frequent communication with investor and title company for pending or missing trailing documents

Act as point of contact and escalation for document transaction resolution

Prepare to ship trailing documents to investor

Resolve and correct missing, incorrect, unexpected, unrecorded, illegible, damaged, or otherwise unusable documents required in a mortgage collateral file

Track and monitor file location and movement using database systems

Handle basic administrative activities and specific functions such as indexing, imaging, and scanning

Update management of any pending issues delaying the shipment of the collateral (missing or incomplete trailing documents)

Independently manage assigned tasks to meet turn times

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

Take on additional responsibilities, duties, or projects as assigned

Qualifications

High school diploma or equivalent required; associate or bachelor’s degree preferred

1+ year of experience in mortgage lending, preferably within post-closing operations; 2+ years of experience in mortgage post-closing or a related field strongly preferred

Efficiently manage multiple projects and competing deadlines

Collaborate among cross‑functional teams

Familiarity with loan origination systems (preferably Encompass) and document management platforms

Excellent attention to detail and organizational skills, with the ability to manage multiple tasks and deadlines

Strong written and verbal communication skills

Ability to work independently and collaboratively in a fast-paced environment

Effective problem‑solving skills and a commitment to delivering high-quality work

Ability to produce and maintain reports

Ability to work overtime as needed is required

Proficiency in Microsoft Office suite

Office Location & Hours
This role is an Office position. Employees will work at an existing ZG corporate office approximately 80‑100 percent of their time each month. Employees must live within reasonable commuting distance of their designated ZG office.

Compensation
In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $22.80 – $34.20 hourly. This range is specific to these locations and may not be applicable to other locations. In addition to a competitive base salary, this position may be eligible for equity awards based on factors such as experience, performance, and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who You Are
You are a detail-oriented and proactive professional with a passion for accuracy and compliance in mortgage lending. You thrive in a fast-paced environment and are comfortable managing multiple priorities. Your strong communication and problem‑solving skills enable you to collaborate effectively with both internal teams and external partners. You are committed to continuous learning, process improvement, and upholding the highest standards of integrity and quality in your work. You take initiative, adapt to new challenges, and are eager to contribute to the success of your team and the organization.

Equal Employment Opportunity Statement
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. Los Angeles County applicants: Job duties for this position include working safely and cooperatively with other employees, supervisors, and staff; adhering to standards of excellence despite stressful conditions; communicating effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and following all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position, including the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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