Compliance Supervisor - Consumer Complaints Department

Village Capital & Investment•Draper, UT

8d•Remote

About The Position

Village Capital is a well-established mortgage company committed to delivering a quick, efficient, and quality mortgage loan process to our customers and business partners. We are a nationwide mortgage lender specializing in FHA, VA, USDA Loans. Our Headquarters are located in Henderson NV. We are a lender/servicer, who works with loan originators, brokers, and correspondents to offer our customers great rates and good terms.

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
Proficiency in Windows and Encompass (Encompass preferred)
Strong problem-solving skills and attention to detail
2+ years of experience in the mortgage industry

Nice To Haves

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 reviewing and approving written customer correspondence in a regulated environment
Ability to manage multiple priorities and meet strict deadlines in a fast-paced setting
Experience monitoring team performance and enforcing service level agreements (SLAs) preferred
Strong organizational skills with the ability to maintain accurate, audit-ready documentation
Demonstrated ability to identify trends, assess risk, and recommend process improvements

Responsibilities

Oversee the intake, tracking, and timely resolution of all consumer complaints
Ensure all complaint responses meet established service level agreements (SLAs) and regulatory requirements
Review and approve written responses to ensure accuracy, consistency, and appropriate language
Monitor team performance and provide coaching to ensure quality and compliance standards are met
Maintain compliance with applicable regulatory agencies, including BBB, CFPB, and other governing bodies
Identify complaint trends and provide insights and recommendations to improve processes and reduce risk
Partner with internal teams to resolve escalated or complex complaints
Maintain thorough and audit-ready documentation of all complaint activity
Support internal and external audits and regulatory reviews