Manager, Mortgage Loan Processing

About the team The Manager II, Mortgage Operations, Processing leads a team responsible for end-to-end mortgage loan processing, ensuring accurate, timely, and compliant movement of loans from application through closing. This role balances day-to-day pipeline execution with continuous process improvement, partner collaboration, and people leadership to deliver a consistent, customer-centric experience for borrowers and internal stakeholders. At this level, the manager oversees a defined processing function or segment and contributes to short- and mid-term operational planning. About the role Lead, train and motivate the processing departmental staff while overseeing daily volume, monitoring workloads, and assisting with meeting or exceeding service level standards. Ensure the processing team is delivering the highest level of customer service possible. Maintain loan data records in Encompass360, the company's loan origination system; ensure records are accurate and up-to-date and contain documentation of all loan-level communication. Work with Loan Originators, Underwriters, and Closers as well as third parties such as credit reporting agencies, AMCs, title companies, employers, landlords, etc. to document and complete loan file for submission. Provide support as necessary to facilitate the origination and fulfillment of mortgage loans. Onboard new associates, provide on the job training and coaching and monitor workloads. Manage staff hours and overtime costs to ensure appropriate department coverage at reasonable costs. Develop and execute plans for productivity improvement; identify people, processes and tools needed for success. Ability to quickly analyze a situation, identify the issue and take accountability for resolution. 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 $92,000.00 - $147,000.00 annually. 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 $87,400.00 - $139,600.00 annually. The base pay range is specific to these locations and may not be applicable to other locations. In addition to a competitive base pay, employees in this role are eligible for incentive compensation and equity awards. Actual amounts will vary depending on experience, performance and location. Who you are 8+ years prior experience in mortgage loan processing with at least 2+ years in management. Service-focused, possess superior time-management and communication skills, and able to multi-task and thrive in a high-volume, fast-paced service-focused environment. Experience processing all loan types (Conventional, FHA, USDA, and VA) preferred. Familiarity with Emcompass360 preferred. Strong interpersonal, communication (written and verbal), and time-management skills. Ability to work collaboratively and effectively with internal and external partners with a proven ability to handle multiple projects in a changing environment. 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.