[Remote] Closing Operations Associate

Note: The job is a remote job and is open to candidates in USA. Zillow is a real estate technology company that helps people navigate buying, selling, financing, and renting. The Closing Operations Associate manages a high-volume pipeline of purchase and refinance transactions, coordinating documentation, compliance, customer communication, fees, disbursements, and cross-functional workflows to ensure smooth, accurate, and timely closings.

Responsibilities

• Provide exceptional customer service across phone, email, SMS, and chat for customers and transaction partners, ensuring clear, timely communication throughout the closing process
• Manage a real estate closing pipeline with other Operations teams to drive smooth, accurate, and on-time closings for buyers and sellers
• Build strong relationships with assigned brokerages and agents and support outreach efforts from our growth team, including participating in client meetings as needed
• Review multi-state purchase contracts and ensure compliance with contractual, legal, and regulatory requirements and deadlines across national and local jurisdictions
• Deliver a “local” experience by understanding and meeting local market expectations, customs, and practices while leveraging Zillow Closing’s national reach
• Identify and explain title issues and requirements from searches and title commitments, and guide transaction parties through the steps needed to resolve them
• Calculate and prepare closing fees (including recording fees, title charges, taxes, HOA dues, payoffs, and related items), prepare accurate disbursements, and collaborate with lenders to balance Closing Disclosures and prepare complete loan and closing document packages that meet client, county, and state requirements
• Work cross-functionally with exam, curative, funding, and post-closing teams; adapt to evolving workflows and platform enhancements; provide clear feedback to product and engineering teams; work across multiple applications; and maintain accountability to service standards and performance metrics in Zillow’s Cloud HQ environment

Skills

• 2+ years of experience in closing operations, real estate transactions, mortgage operations, or a related high-volume, documentation-focused operations environment
• You have experience in title and escrow closing, ideally with purchase transactions across multiple states, and are comfortable working to define service standards and key performance indicators
• You bring a strong customer service orientation, putting buyers', sellers', agents', and lenders' experiences first in every interaction
• You are comfortable using a variety of technologies and workflow tools, especially those that support managing phone and email communication in a high-volume environment
• You have a proven ability to prioritize competing deadlines, manage multiple transactions at once, and deliver high-quality work in a fast-paced setting
• You communicate clearly and effectively with customers and internal partners and bring strong attention to detail, including the ability to learn and follow county, state, and regulatory requirements
• Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences
• You bring a forward-thinking, problem-solving mindset and enjoy partnering with technical teams on discovery, testing, and feedback for new product enhancements and features
• You are team-oriented and collaborative across functions, are willing to obtain state escrow licensing where required, and see bilingual skills—particularly Spanish—as a plus if you have them

Benefits

• This position is also eligible for equity awards based on factors such as experience, performance and location.
• 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.
• Most employees have the flexibility to work from wherever they’re most productive.

Company Overview

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