Consumer Request Representative

Village Capital & Investment; Henderson (NV); Remote; USD 42,000 - 54,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

Health savings account

Life insurance

Paid time off

Vision insurance

Job summary

Village Capital & Investment LLC is seeking a Consumer Request Representative to support the end-to-end consumer complaint process in a remote, regulated mortgage environment. You will investigate complex requests, draft professional responses for customers and regulators, and collaborate with Compliance, Legal, Servicing, Operations, and Quality teams to ensure timely, compliant resolutions.

The role emphasizes accuracy, regulatory knowledge, and strong written communication, with a focus on

Qualifications

• 2+ years mortgage industry experience required.
• Experience reviewing and responding to consumer requests and complaints, regulatory inquiries, quality assurance or related mortgage functions.
• Working knowledge of consumer protection regulations and complaint resolution requirements (CFPB expectations, best practices).
• Excellent written communication with experience drafting professional correspondence in a regulated environment.
• Strong analytical, investigative, and detail-oriented skills; ability to manage multiple priorities.

Responsibilities

• Assist with end-to-end consumer complaint/consumer request process, from intake through final resolution per SLAs.
• Investigate complex consumer complaints/requests by analyzing loan documents, servicing/origination records, regs, and internal processes.
• Prepare clear, accurate written responses to customers, regulators, and third-party agencies (CFPB, BBB).
• Partner with Compliance, Legal, Servicing, Operations, Quality Control, and other units to resolve issues compliantly.
• Identify complaint trends, risks, and control weaknesses; escalate significant issues and suggest corrective actions.
• Maintain complete, audit-ready documentation supporting investigations and resolutions.
• Ensure handling activities comply with federal/state consumer protection laws, policies, and investor requirements.
• Contribute to process improvements to enhance customer experience and reduce risk.

Skills

Mortgage industry experience

Regulatory knowledge

Written communication

Analytical skills

Multitasking

Job description

Job Title: Consumer Request Representative

Company: Village Capital & Investment LLC

Location: Remote

Employee Type: Full-Time

Introduction

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.

Key Responsibilities

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

What You'll Bring

• 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.

Benefits

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

Position Summary

We are seeking a detail-oriented A Consumer Request Compliance Coordinator/ Representative to join our team. As a member of this team, you will assist with reviewing and responding to consumer requests and complaints while ensuring compliance with applicable federal and state regulations and investor requirements.

The ideal candidate has mortgage industry experience, strong analytical and investigative skills, and the ability to communicate effectively with customers, regulators, and internal stakeholders in a highly regulated environment.

In Summary

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.