Production Support Coordinator

Zillow Home Loans is hiring a Production Support Coordinator to support the loan manufacturing process by ordering and processing third-party documents needed for loan approvals. The role partners closely with the Processing Team to validate information, update the Encompass loan origination system, and ensure timely progress toward completion of customer loan files.

• Validate data obtained from customers, Loan Originators, and third-party sources.

• Order and process verifications of employment, evidence of insurance, and other required third-party documents/verifications according to SOPs.

• Update loan records in Encompass (LOS) and keep the Processing team informed of status and progress.

• Communicate promptly with loan stakeholders regarding issues, delays, or missing information.

• Build and maintain effective relationships with internal partners and external vendors/stakeholders.

• Meet service level and turn-time standards (e.g., return-call time, return-email time, task ordering/completion time).

• Maintain confidentiality and privacy of customer/employee data and ensure work aligns with compliance and regulatory requirements.

• Excellent verbal and written communication skills.

• Ability to adapt to changing timelines, deadlines, and processes.

• Ability to collaborate with teammates across departments and build positive working relationships.

• Strong time management skills and ability to multitask in a process-driven environment.

• High accuracy and strong attention to detail.

• Ability to maintain confidentiality with private and sensitive information.

• Mortgage industry experience and Encompass (LOS) experience are a plus.

• Remote role; employee works from a physical location of their choice that must be identified to the company.

• U.S. employees may live in any of the 50 United States, with limited exceptions.

• Hourly pay ranges by location: $19.80–$29.80 (CA, CT, MD, MA, NJ, NY, WA, Washington DC) and $18.90–$28.30 (CO, HI, IL, MN, NV, OH, RI, VT); actual pay varies by experience, performance, and location.

• Equal opportunity employer; considers qualified applicants with arrest/conviction records in accordance with applicable laws.