Underwriting Support Specialist

About the role

As an Underwriting Support Specialist, you will support mortgage underwriting operations by reviewing loan-file information, validating documentation and data, managing assigned workflow activities, and identifying items that require further action or escalation. You will apply established procedures and checklists, maintain clear and accurate documentation, and collaborate with partners to resolve issues within your assigned authority.

You Will Get To

• Complete assigned underwriting-support reviews and operational activities in accordance with established policies, procedures, quality standards, and service-level expectations.
• Review loan-file documentation, system data, and supporting information for completeness, accuracy, consistency, and required follow-up..
• Resolve routine issues within assigned authority and promptly escalate complex, high-risk, out-of-policy, or time-sensitive matters to the appropriate Underwriter, manager, or functional partner.
• Update relevant systems, queues, trackers, and loan-file records to ensure work is accurately reflected and progresses through the applicable workflow.
• Manage work in assigned queues and prioritize tasks based on established service levels, loan urgency, customer commitments, and business priorities.
• Partner with Underwriting, Processing, Closing, Quality Control, Credit Specialists, and other mortgage operations teams to resolve issues and improve handoffs.
• Participate in quality reviews, coaching, calibration, and training; apply feedback to improve accuracy, consistency, judgment, and turnaround time.
• Surface recurring defects, process gaps, and opportunities to improve SOPs, checklists, tools, and operating controls.
• Adapt to evolving processes, systems, products, and work assignments as the Underwriting Support function grows.
• Maintain the confidentiality and privacy of borrower, customer, and employee information at all times.

This role has been categorized as an Office position. “Office” employees regularly work at the Zillow India office for approximately 80 to 100 percent of their time each month. Employees must live within a reasonable commuting distance of the office. Zillow 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.

Who you are

• You have 2+ years of experience in U.S. residential mortgage underwriting, quality control, loan processing, closing, post-closing, credit review, fraud review, or a related mortgage operations function.
• Familiarity with Encompass or comparable mortgage workflow and knowledge-management tools.
• You understand core residential mortgage loan documentation, systems, and workflows.
• You are detail-oriented and can identify inconsistencies, missing information, risk indicators, and issues that require escalation.
• You have strong analytical judgment and are comfortable applying SOPs, checklists, and defined escalation paths.
• You are organized, able to manage competing priorities, and successful in a high-volume, deadline-driven environment.
• You have strong written, and verbal communication skills.
• You collaborate effectively with distributed teams across functions and time zones.
• You are proficient with Google Workspace or Microsoft Office, Tableau and Highspot are preferable.
• You are comfortable working in an office-based night-shift schedule aligned to U.S. business operations, as required.

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 people 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 reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the U.S. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2026, and included on TIME’s America’s Best Companies 2026 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 committed to fostering an inclusive, innovative environment and to providing equal employment opportunities. We comply with applicable laws that prohibit discrimination in employment and recruitment.

If you have a disability or special need that requires accommodation during the recruitment process, please contact your recruiter directly.

Qualified applicants will be considered for employment in accordance with applicable law.