Compliance Analyst - Consumer Complaints

About the role

Village Capital & Investment LLC is a nationwide mortgage lender and servicer specializing in FHA, VA, and USDA loans. We work with loan originators, brokers, and correspondents to deliver efficient mortgage solutions. This remote, full-time role focuses on managing consumer complaints to ensure compliance and customer satisfaction.

Responsibilities

• Intake, track, and manage consumer complaints through resolution
• Ensure all 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

Requirements

• Proven experience with problem-solving skills and attention to detail
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team

Qualifications

• 2+ years of experience in the mortgage industry
• Prior experience in consumer complaint handling, compliance, or a related function preferred
• 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 strict deadlines in a fast-paced setting
• Strong organizational skills with the ability to maintain accurate, audit-ready documentation
• Demonstrated ability to identify trends, assess risk, and escalate concerns appropriately

Benefits

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