Wholesale Support Coordinator

Introduction

Village Capital is a nationwide mortgage lender specializing in FHA, VA, and USDA loans. Our headquarters are in Henderson, NV. We are a lender/servicer working with loan originators, brokers, and correspondents to offer competitive rates and terms.

Key Responsibilities

• Respond to support requests accurately and within established service levels.
• Create, manage, and follow up on support tickets until resolution.
• Cook with Account Executives, Operations, etc., and other departments to resolve broker issues.
• Aid with broker onboarding logistics, while referring all formal training requests to the Wholesale Support Manager.
• Maintain knowledge of company products, systems, and wholesale lending processes.
• Help create and update support documentation and knowledge base articles.

Basic Qualifications

• Strong troubleshooting and critical thinking ability
• Ability to multitask in a fast-paced environment
• Organized and detail-oriented
• Strong problem-solving skills and attention to detail
• Document recurring issues and identify opportunities for process improvements.
• Maintain knowledge of company products, systems, and wholesale lending processes.

Specific Qualifications

• Experience with Encompass, TPO portals, and/or LOS systems is a plus
• Escalate complex technical or policy questions to the Wholesale Support Manager when appropriate.
• Troubleshoot technical issues related to the TPO portal, loan submissions, pricing, and general system navigation.
• Respond to support requests accurately and within established service levels.
• Create, manage, and follow up on support tickets until resolution.

Benefits

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