Underwriting Support Specialist

About the team

As an Underwriting Support Specialist within Zillow Home Loans, you'll join a growing India-based mortgage operations team focused on delivering accurate, timely, and scalable support across the underwriting lifecycle.

The team partners with U.S. Underwriters and cross-functional mortgage operations teams to complete defined review, documentation, validation, and workflow activities. As the business evolves, the team's scope may expand into additional underwriting-support functions that improve quality, reduce operational friction, and help loans progress efficiently.

Zillow Group is a strategic, mission-driven organization focused on delivering exceptional experiences and measurable outcomes. Our work spans cross-functional partnership, scalable programs and operational excellence in support of Zillow's mission. We bring deep experience working across diverse teams in a dynamic, high-growth environment, balancing strategic thinking with hands-on execution to drive meaningful business impact. We are seeking an experienced professional to support our workforce expansion in India.

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.

• 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.

As the world continues its inevitable evolution, Zillow continues to push the boundaries of real estate with equal focus on our customers, our employees, our partners and our communities. Zillow has always been known for our leadership and innovation, and we’re continually looking for new ways to make it radically easier for people to move. Today, our vision is to create “the housing super app” — an integrated real estate experience that makes transactions more accessible, more digital, more seamless, more inclusive and more delightful to our customers.