Collateral Specialist

About the teamThe Collateral Operations team plays a critical role in ensuring the accuracy, compliance, and efficiency of Zillow Home Loans’ post-closing and collateral management processes. We partner closely with internal business units, settlement agents, warehouse banks, and custodians to maintain the integrity of every loan file from closing to delivery.
As part of this detail-oriented and highly collaborative group, you’ll be joining a team that values precision, proactive problem-solving, and strong communication. We thrive in a fast-paced environment where each member contributes to improving workflows, resolving exceptions, and ensuring smooth and timely movement of loan documents.
Our team culture emphasizes continuous learning, mutual support, and accountability. Whether coordinating with external partners or streamlining internal processes, we work together to uphold the highest standards of quality and compliance in every transaction.

About the roleThe Collateral Specialist will be responsible for reviewing collateral exception reports from custodians to clear document and data exceptions in support of loan file transactions, which include but not limited to: obtaining missing, incorrect or unrecorded mortgage, note, Bailee letter, Allonge, and modification,. Coordinates with business units and custodian vendors relating to file tracking, reporting, training and compliance.

Responsibilities

• Receives and audit signed loan document package and creates a file for the original documents

• Manage and follow up with the Closing Agent if the signed loan document has not been received within 24 hours of funding.

• Engages in frequent communication with Settlement Agent and Custodial/warehouse bank

• Act as point of contact and escalation for document transaction resolution

• Prepare collateral related documentation, report preparation and tracking.

• Overnight warehouse folder to warehouse custodian’s same day of receipt of signed loan documents

• Provide training support to the team and business process.

• 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; (indexing, imaging, scanning.)

• Responsible for updating management of any pending issues delaying the shipment of the Collateral (missing allonge/incomplete Collateral documents)

• Follow up with Settlement Agent for Final Settlement Statement and/or Disbursement Ledgers

• Perform other duties as assigned.

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 role is $22.80 - $34.20 hourly. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $21.70 - $32.50 hourly. The base pay range is specific to these locations 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. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

• 1-3 years prior experience in mortgage and/or Post Closing

• Familiarity with LOS Encompass is strongly preferred

• Working knowledge of Microsoft Office Product Suite

• Attention to detail with excellent written, verbal, and analytical skills

• Efficiently manage multiple projects and competing deadlines

• Collaborate among cross-functional teams

• Maintain confidentiality and privacy of customer and employee information

• Actively listen and adapt to changing timelines

• Ability to multi-task and succeed in a fast-paced environment

• Strong problem-solving skills

• Ability to work overtime as needed is required

• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions

Get to know us

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.

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: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow 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. These include 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.