Wholesale Support Coordinator

Wholesale Support Coordinator

Location: Draper, UT

Job Type: Full Time

Company: Village Capital & Investment LLC

Village Capital is a well-established mortgage company committed to delivering a quick, efficient, and quality mortgage loan process to our customers and business partners. We are a nationwide mortgage lender specializing in FHA, VA, USDA Loans. Our Headquarters are located in Henderson NV. We are a lender/servicer, who works with loan originators, brokers, and correspondents to offer our customers great rates and good terms.

The Wholesale Support Coordinator serves as the first point of contact for brokers and internal partners, providing exceptional customer service through phone and email support. This role is responsible for troubleshooting technical issues, answering process questions, coordinating with internal departments, and ensuring timely resolution of support requests. The position works closely with the Wholesale Support Manager, who oversees broker training and department strategy.

• Respond to support requests accurately and within established service levels.
• Create, manage, and follow up on support tickets until resolution.
• Coordinate with Account Executives, Operations, etc., and other departments to resolve broker issues.
• Assist with broker onboarding logistics, while referring all formal training requests to the Wholesale Support Manager.
• Maintain knowledge of company products, systems, and wholesale lending processes.
• Help create and update support documentation and knowledge base articles.

• Strong troubleshooting and critical thinking ability
• Ability to multitask in a fast-paced environment
• Organized and detail-oriented
• Strong problem-solving skills and attention to detail
• Document recurring issues and identify opportunities for process improvements.
• Maintain knowledge of company products, systems, and wholesale lending processes.

• Experience with Encompass, TPO portals, and/or LOS systems is a plus
• Document recurring issues and identify opportunities for process improvements.
• Escalate complex technical or policy questions to the Wholesale Support Manager when appropriate.
• Troubleshoot technical issues related to the TPO portal, loan submissions, pricing, and general system navigation.
• Respond to support requests accurately and within established service levels.
• Create, manage, and follow up on support tickets until resolution.

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

If you are looking for an opportunity to contribute to a growing organization that values your skills and expertise, we want to hear from you. At Village Capital & Investment LLC, we believe in fostering a supportive and inclusive work environment that encourages professional growth. Apply today to take the next step in your career with us!