Trailing Document Specialist

Zillow Group; United States; On-site; USD 32,000 - 49,000; Full time

Job summary

Zillow Group in Irvine, CA is hiring a Trailing Document Specialist to process final title policies and recorded mortgages. You will ensure compliance with investor guidelines and maintain accurate records, following up on aging documents and correcting issues to meet deadlines.

The role requires attention to detail, strong organizational skills, and ability to work with investors and title companies. On-site at Zillow’s Irvine office with clear growth opportunities in post-closing operations.

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 1+ year of experience in mortgage lending required; 2+ years strongly preferred
• Familiarity with loan origination systems (Encompass) and document management platforms
• Excellent attention to detail and organizational skills, with the ability to manage multiple projects and deadlines
• Strong written and verbal communication skills; ability to work with cross-functional teams

Responsibilities

• Receive final title policies and recorded Mortgages/Deeds of Trust; audit, scan, and upload documents to the LOS (Encompass)
• Communicate with investors and title companies regarding pending trailing documents
• Act as point of contact and escalation for document transactions
• Prepare trailing documents for shipment to investors
• Resolve missing, incorrect, or unusable documents required in a mortgage collateral file
• Track and monitor file location and movement using database systems
• Handle indexing, imaging, and scanning and related admin functions
• Keep management informed of pending issues delaying collateral shipment
• Independently manage assigned tasks to meet turn times
• Maintain service-level and turn-time standards, including return-call/return-email/turn times
• Take on additional responsibilities, duties, or projects as assigned

Skills

Detail-oriented

Communication skills

Problem-solving

Organizational skills

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred

Tools

Encompass

Job description

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. This is an on-site position based in our Irvine, CA office. Your primary responsibilities will be to process and manage recorded mortgage documents and final title policies, 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. You will get to:

• Receive final title policies and recorded Mortgages/Deeds of Trust Audit, scan, and upload documents to the LOS (Encompass)
• Communicate frequently with investors and title companies regarding pending or missing trailing documents
• Act as point of contact and escalation for document transaction resolution
• Prepare trailing documents for shipment to investors
• 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 administrative functions such as indexing, imaging, and scanning
• Keep management informed of any pending issues delaying collateral shipment (e.g., missing or incomplete trailing documents)
• Independently manage assigned tasks to meet turn times
• Maintain company service-level and turn-time standards, including return-call, return-email, and task-completion times
• Take on additional responsibilities, duties, or projects 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 $23.50 - $35.30 hourly. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $22.30 - $33.50 hourly. The base pay range is specific to these locations and may not be applicable to other locations. Actual amounts will vary depending on experience, performance and location.

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.

• High school diploma or equivalent required; associate or bachelor’s degree preferred
• 1+ year of experience in mortgage lending required, preferably in post-closing operations; 2+ years of mortgage post-closing or related experience strongly preferred
• Familiarity with loan origination systems (preferably Encompass) and document management platforms
• Excellent attention to detail and organizational skills, with the ability to manage multiple projects and competing deadlines
• Strong written and verbal communication skills
• Ability to work independently and collaborate with cross-functional teams in a fast-paced environment
• Effective problem-solving skills and a commitment to delivering high-quality work
• Ability to produce and maintain reports
• Proficiency in the Microsoft Office suite
• Ability to work overtime as needed
• Ability to work on-site at Zillow’s Irvine, CA office

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. How we work is a key part of that transformation. Through Cloud HQ, our strategic approach to distributed work, most employees have the flexibility to work from wherever they’re most productive — enabling us to move fast, stay connected and deliver on our people promise. 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 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.