Underwriting Support Specialist

Overview

Support India-based U.S. residential mortgage underwriting operations by reviewing loan files, validating documentation and data, and managing assigned workflow activities within established procedures.

What you'll do

• 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 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.

What you'll need

• 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.
• Understanding of core residential mortgage loan documentation, systems, and workflows.
• Detail-oriented, able to identify inconsistencies, missing information, risk indicators, and issues that require escalation.
• Strong analytical judgment; comfortable applying SOPs, checklists, and defined escalation paths.
• Organized, able to manage competing priorities in a high-volume, deadline-driven environment.
• Strong written and verbal communication skills.
• Ability to collaborate effectively with distributed teams across functions and time zones.
• Proficiency with Google Workspace or Microsoft Office.
• Comfortable working an office-based night-shift schedule aligned to U.S. business operations, as required.

Nice to have

• Tableau and Highspot.

Details

• Location: Bengaluru, India (Zillow India office).
• Office position: regularly works at the Zillow India office approximately 80 to 100 percent of the time each month; must live within a reasonable commuting distance of the office.
• Office-based night-shift schedule aligned to U.S. business operations, as required.