Remote Consumer Request & Compliance Specialist

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

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