Zillow Customer Experience Jobs (NOW HIRING)

About the teamAt Zillow Home Loans, we're at the forefront of revolutionizing the home financing experience. As part of Zillow Group's FinTech division, you'll help reshape how consumers buy, sell, and finance homes while working in a collaborative, high-energy environment. We're a team of innovators, problem solvers, and creative individuals pushing the boundaries of the mortgage industry.
Mortgage Loan Officers at Zillow Home Loans, drive their success through one of two specialized lending teams.
One team leverages a high volume, lead driven, phone-based environment for Loan Officers who excel at high-frequency conversion and scaling customer relationships quickly.
The other team focuses on a consultative, market-based model for those who thrive on building long-term strategic partnerships with Zillow Preferred Agents.
Both teams are core to our purchase-focused mission and are equally backed by Zillow's industry-leading technology, brand, centralized operations, and leadership support. Whether you find your edge in data-driven, lead-responsive execution or in nurturing a local professional network, both paths offer a high-impact career within the Zillow ecosystem.About the role

This is an opportunity to grow your career as a purchase-focused Mortgage Loan Officer originating home loans for customers introduced through Zillow's ecosystem. You'll guide borrowers from first contact through funding while delivering a best-in-class customer experience. Based on your background and strengths, you may operate in either a high-volume, digitally driven environment or a relationship-based, market-focused model. Success in this role comes from responsiveness, execution, and performance in a structured, metrics-driven organization-supported by Zillow's brand, platform, and operational scale.

You Will Get To:

• Originate and manage purchase mortgage loans from application through closing while ensuring compliance with all requirements.

• Convert company-provided purchase opportunities into funded loans through proactive follow-up and effective borrower consultation.

• Build strong relationships with customers and, where applicable, with Zillow Preferred Agents and local partners.

• Manage an active pipeline while meeting defined service levels, productivity metrics, and funding expectations.

• Leverage Zillow's CRM, loan origination systems (LOS), and data-driven tools to manage pipeline health and customer engagement.

• Partner with centralized processing, underwriting, and closing teams to move loans efficiently.

• Deliver a consistent, high-quality customer experience through phone, email, and text communication.

• Stay current on market trends, lending programs, and regulatory requirements to provide tailored financing solutions.

• Maintain active licensing, complete required education, and participate in ongoing professional development.

• This role involves the collection, storage, and use of your voiceprints (records of speech) for operational and compliance purposes.

In addition to a competitive base pay, employees in this role are eligible for incentive compensation. Actual amounts will vary depending on experience, performance, and location.

This role has been categorized as an Office position. "Office" employees regularly work at an existing ZG corporate office for approximately 80 to 100 percent of their time each month. Employees must live within reasonable commuting distance of their designated ZG office. ZG has not defined a reasonable distance, and expects employees will use judgment in determining this for themselves and understand the implications re: time commitment and cost of daily commute.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. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.Who you are

• 3+ years of mortgage origination experience with a strong emphasis on purchase transactions, either as an active NMLS Loan Originator with state licenses or as a Loan Originator under a federal bank license.

• Completion of the 20-hour CORE Pre-Licensing Education and successful passage of the SAFE Mortgage Loan Originator Test - National Component with Uniform State Content.

• Physically located in and working hybrid from our Overland Park, KS Office.

• Proven success originating purchase loans in either: a high-volume, phone-based sales environment or an agent-centric referral model.

• Strong client service orientation with consultative sales skills and deep understanding of the mortgage process.

• Comfortable working in a structured, performance-driven environment with clearly defined KPIs.

• Excellent verbal communication skills and ability to build trust quickly.

• Strong time management, organization, and pipeline management skills.

• Proficiency with CRM, LOS, and Microsoft products (Outlook, Word, Excel).

• Associate's or Bachelor's degree preferred.
  

Here at Zillow, we value the experience and perspective of candidates with non-traditional backgrounds and encourage you to apply if you bring transferable skills or related experience.

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.