Production Support Coordinator

About the teamAs a part of the Zillow Home Loans team, you will play an active role in a vital part of the loan manufacturing process to help Zillow Home Loans customers reach their financial goals! The Production Support Coordinator team orders and processes third party documents/verifications needed for the loan files. In this role, you will partner with the Processing Team to identify documents/verifications needed and ensure quick receipt of needed items for the loan file. You will update the loan origination software (LOS) and support the Processing team in servicing ZHL’s customers.

About the role

• Validate data obtained from the customer, Loan Originator, and all third-party sources

• Order and process verifications of employment, evidence of insurance and other necessary third party documents/verifications needed for loan approval based on SOPs 

• Update records in Encompass (LOS) and keep the processing team apprised on progress 

•  Promptly communicate with loan stakeholders on any issues that arise 

• Build and maintain cohesive relationships with internal and external stakeholders 

• Maintain company service level and turn-time standards; specific measurables include return-call times, return-email times, and task ordering/completion times 

• Ability to maintain confidentiality and privacy of customer and employee information and ensure job duties are aligned with compliance/regulatory requirements

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 $19.80 - $29.80 hourly. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $18.90 - $28.30 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

● Excellent verbal and written communication skills 

● Mortgage and Encompass experience a plus 

● Ability to adapt to changing timelines/deadlines and processes 

● Ability to work with teammates within the department and across the company to develop working relations with business associates at a positive level 

● Maintain confidentiality with private and sensitive information 

● Excellent time management and ability to multitask in a process-driven environment

● High level of accuracy and attention to detail

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 customers 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 that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 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.