Closing Operations Associate

About the team

The Coordinator II, Transactions, Closing Operations supports a high volume of real estate transactions by coordinating closing activities, validating documentation, and resolving routine post-closing issues to ensure accurate, compliant, and timely completion of files. This role collaborates closely with internal partners and external stakeholders to track status, address discrepancies, and maintain organized records that support a seamless experience for customers and business teams.

About the role

Zillow Closing is looking for an experienced Closing Operations Associate to join our growing national team and help deliver exceptional, technology-enabled closing experiences for buyers, sellers, and their agents. In this role, you will manage a pipeline of purchase and refinance transactions in a high-volume, fast-paced environment, partnering closely with internal teams and external partners to ensure smooth, on-time closings. Your ability to solve problems within evolving workflows and collaborate with cross-functional teams will directly shape how we scale and improve our escrow operations across the country.

You Will Get To

• 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.

Who you are

• 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.

• 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.