Consumer Request Representative

Job Title:

Consumer Request Representative

Company:
Village Capital & Investment LLC

Location:

Remote

Employee Type:
Full-Time

Village Capital is a well-established nationwide mortgage lender committed to delivering a fast, efficient, and high-quality mortgage experience to our customers and business partners. Specializing in FHA, VA, and USDA loans, we work closely with loan originators, brokers, and correspondents to provide competitive rates and flexible terms. Our headquarters are located in Henderson, NV, and we continue to grow with a strong focus on service, compliance, and operational excellence.

• Assist with the end-to-end consumer complaint/ consumer request process, from intake through final resolution, ensuring compliance with established service level agreements (SLAs).
• Investigate complex consumer complaints & requests by analyzing loan documentation, servicing and origination records, applicable regulations, and internal processes.
• Prepare clear, accurate, and professional written responses to customers, regulators, and third-party agencies, including CFPB and Better Business Bureau (BBB) complaints.
• Partner with Compliance, Legal, Servicing, Operations, Quality Control, and other business units to investigate issues and develop timely, compliant resolutions.
• Identify complaint trends, emerging risks, and potential control weaknesses; escalates significant issues and recommend corrective actions.
• Maintain complete, accurate, and audit-ready documentation supporting complaint investigations, consumer requests and resolutions.
• Ensure consumer request and complaint handling activities comply with applicable federal and state consumer protection laws, company policies, and investor requirements.
• Contribute to continuous process improvement initiatives that enhance customer experience while reducing regulatory and operational risk.

• Minimum of 2 years of mortgage industry experience
• Experience reviewing and responding to consumer requests and complaints, regulatory inquiries, quality assurance, compliance, servicing, or related mortgage functions.
• Working knowledge of consumer protection regulations and complaint resolution requirements, including CFPB expectations and industry best practices.
• Excellent written communication skills with experience drafting professional correspondence in a regulated environment.
• Strong analytical, investigative, and critical thinking skills with exceptional attention to detail.
• Ability to manage multiple priorities, meet deadlines, and work independently in a fast-paced environment.
• Strong organizational skills with experience maintaining detailed, audit-ready documentation.

• Experience responding to CFPB, BBB, state regulatory, or executive-level consumer complaints.
• Experience processing, reviewing and responding to requests for partial releases, assumptions and lien violations.
• Knowledge of mortgage servicing and origination regulations, including RESPA, TILA, ECOA, FDCPA, FCRA, and UDAAP.
• Experience performing root-cause analysis and identifying trends to support corrective actions and process improvements.
• Experience with complaint management, workflow, or case management systems.

• Sound judgment and strong problem-solving abilities.
• Ability to collaborate across departments to resolve complex issues.
• A commitment to regulatory compliance and delivering exceptional customer outcomes.
• A continuous improvement mindset with the ability to identify opportunities to strengthen controls and reduce risk.

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

We are seeking a detail-oriented A…