Remote Compliance Analyst: Consumer Complaints (Mortgage)

Village Capital & Investment LLC; Washington (District of Columbia); On-site; USD 60,000 - 90,000; 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 Compliance Analyst - Consumer Complaints to intake, track, and resolve consumer complaints while upholding regulatory standards and SLAs.

You will draft precise responses, investigate issues with internal teams, and maintain audit-ready documentation, ensuring accurate, timely communications and strong risk controls across mortgage operations. This role supports compliance with CFPB, BBB, and related consumer protection requirements.

Qualifications

• 2+ years of experience in the mortgage industry.
• Experience in consumer complaint handling, compliance, or related function.
• Working knowledge of consumer protection regulations and complaint resolution requirements (e.g., CFPB, BBB).
• Experience drafting written customer correspondence in a regulated environment.
• Ability to manage multiple priorities and meet deadlines in a fast-paced setting.
• Strong organizational skills with the ability to maintain accurate, audit-ready documentation.

Responsibilities

• Intake, track, and manage consumer complaints through resolution.
• Ensure complaint handling meets established service level agreements (SLAs).
• Draft written responses to ensure accuracy, consistency, and appropriate language.
• Investigate complaints by gathering and reviewing relevant information from internal systems and departments.
• Partner with internal teams to resolve complaints efficiently and effectively.
• Maintain thorough and audit-ready documentation of all complaint activity.

Skills

Problem-solving

Communication

Interpersonal skills

Independent work

Team collaboration

Attention to detail

Organizational skills

Job description

Village Capital & Investment LLC is seeking a Compliance Analyst - Consumer Complaints to intake, track, and resolve consumer complaints while upholding regulatory standards and SLAs.

You will draft precise responses, investigate issues with internal teams, and maintain audit-ready documentation, ensuring accurate, timely communications and strong risk controls across mortgage operations. This role supports compliance with CFPB, BBB, and related consumer protection requirements.