Closing Operations Associate

As a part of the Closing Operations team, your passion and ability to solve problems effectively within evolving workflows will help us delight our customers. Your ability to partner with a cross-functional team to ensure an efficient closing will help us build and expand our escrow operation.

The responsibilities of the Closing Operations Associate role will include, but are not limited to, the following:

• Provide exceptional customer service in handling phone, email, SMS text message, and chat communications from customers, clients, and other partners of our transactions;

• Manage a real estate closing pipeline, in partnership with other Operations teams, to ensure our customers experience a smooth, on-time closing;

• Build and cultivate strong relationships with assigned brokerages and agents, support our growth team in outreach efforts, and participate in client meetings as requested;

• Review purchase contracts across multiple states and adhere to contractual requirements and deadlines throughout the life of an order;

• Navigate a complex regulatory environment, maintaining compliance with legal requirements on national and local levels;

• Provide customers with a "local" experience with national reach, including an understanding and ability to deliver upon local market expectations, customs, and practices;

• Understand and navigate title issues and requirements as found in the property search and displayed in the title commitment, and effectively convey the requirements and steps toward remediation with transactional parties;

• Prepare closing fees within the file, including but not limited to the calculation of recording fees and title charges, taxes, homeowners' association, invoices, payoffs and other title remediation needs, and prepare those payments for disbursement;

• Collaborate with lenders in preparation and balancing of the Closing Disclosure and creation of the loan package, and maintain compliance with lender requirements;

• Prepare documents for closing, including ensuring documents packages are prepared according to specific client preferences as well as to local county and state requirements;

• Work cross-functionally with members of adjacent operations team, including exam, curative, funding, and post-closing, in a collaborative manner;

• Demonstrate an ability to flex in workflow practices and processes with evolving platform enhancements made by the Spruce product, engineering, and data science teams;

• Deliver clear and effective feedback to workflow and platform enhancements made by the Spruce product, engineering, and data science teams;

• Demonstrate proficiency in conducting work across multiple applications and platforms;

• Thrive and maintain accountability to assigned work in the Zillow Cloud HQ environment.

• In performing the above responsibilities, the Closing Operations Associate will maintain adherence to performance metrics according to established service standards and key performance indicators.

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, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $24.40 - $36.60 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

The ideal candidate will have a wealth of purchase closing experience and demonstrate a passion for providing excellent customer service. Key attributes include:

• Must have 2 years title and escrow closing experience at a national scale, primarily with purchase transactions across multiple states.

• A customer service mentality, putting the buyers', sellers', agents', and lenders' experience above all else.

• A proficiency working with various technologies and applications, specifically workflow tools that support phone and email management.

• A mastery of prioritizing contending deadlines and multi-tasking across various transactions and tasks.

• Effective and clear communication skills, both with external customers and internal team members.

• The attention to detail required to accurately and completely prepare and review financial and settlement documentation.

• The ability to learn and adhere to county, state, and regulatory requirements and nuance.

• A forward-thinking approach to problem solving.

• Enthusiasm to partner with our technical teams in discovery, testing, and feedback for new product enhancements and features.

• Willingness to obtain state escrow licensing if required.

• Successful experience producing high quality work in a fast-paced environment.

• Experience in maintaining tangible established service standards and key performance indicators.

• Bilingual skills, particularly with a proficiency in Spanish, are a plus.

• A team-centric demeanor and ability to collaborate cross-functionally with other internal operations team members.

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We're also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don't just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees' Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

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.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.