Compliance Analyst - Consumer Complaints

Village Capital & Investment•Lindon, UT

1d•Remote

About The Position

Village Capital & Investment LLC is a well-established nationwide mortgage lender/servicer specializing in FHA, VA, and USDA Loans, with headquarters in Henderson NV. The company is committed to delivering a quick, efficient, and quality mortgage loan process to its customers and business partners, working with loan originators, brokers, and correspondents. This full-time, remote position as a Compliance Analyst focuses on managing consumer complaints. The company believes in fostering a supportive and inclusive work environment that encourages professional growth.

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
2+ years of experience in the mortgage industry
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

Nice To Haves

Prior experience in consumer complaint handling, compliance, or a related function preferred

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