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 and ensure compliance with investor and agency
guidelines, and maintain accurate records. You will follow up on aging documents, review
documents for errors and obtain corrections, and ensure work is completed in a timely manner
in accordance with investor guidelines.

Key Responsibilities
• Receives Final Title policy and recorded Mortgage/Deed of Trust
• Audit, scan, and uploads to LOS (Encompass)
• Engages in frequent communication with Investor and Title Company for
pending/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; (indexing, imaging,
scanning.)
• Responsible for updating management of any pending issues delaying the shipment
of the Collateral (missing/incomplete trailing documents)
• Independently manage assigned tasks to meet turn times
• Maintain company service level and turn-time standards; specific measurables
include 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.

This role has been categorized as an Office position. "Office" employees regularly work at an existing ZG corporate office for approximately 80 to 100 percent of their time each month. Employees must live within reasonable commuting distance of their designated ZG office. ZG has not defined a reasonable distance, and expects employees will use judgment in determining this for themselves and understand the implications re: time commitment and cost of daily commute.

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 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

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.

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.