Complaint Resolution Specialist
Reports To: VP, Head of Lending Operations
Location: West Des Moines, Iowa
FLSA Status: Non-exempt
JOB SUMMARY
The Complaint Resolution Specialist is responsible for managing assigned customer complaints from intake through resolution by following established company policies, procedures, and service standards. This role serves as the primary point of contact for complaint cases, coordinating with customers, contractors, Account Managers, Compliance, Operations, and other internal departments to gather information, document findings, communicate updates, and facilitate timely resolution.
Responsibilities include researching complaint details, reviewing account and project documentation, maintaining accurate case records, monitoring follow-up activities, and ensuring complaints are resolved in accordance with company guidelines and service level expectations. The position handles a variety of customer concerns, including contractor performance, billing, funding, communication, and project-related issues, while promptly escalating complaints involving legal, regulatory, fraud, financial, or other high-risk matters in accordance with established procedures.
Success in this role is measured by timely case management, accurate documentation, effective communication, adherence to established procedures, and the ability to manage multiple complaint cases while delivering a positive customer experience.
RESPONSIBILITIES
Complaint Ownership & Resolution
-
Manage assigned complaint cases from intake through closure by following established policies and procedures.
-
Review complaint information, obtain supporting documentation, and coordinate required follow-up activities.
-
Document case activity accurately and maintain complete complaint records.
-
Escalate complaints requiring management review or specialized guidance in accordance with established procedures.
-
Monitor assigned complaints to ensure timely follow-up and completion.
Customer Communication
-
Communicate with customers to obtain information, provide status updates, and explain resolution steps.
-
Maintain professional and courteous communication throughout the complaint process.
-
Refer questions outside established guidelines to management or the appropriate department.
Contractor Relations & Accountability
-
Contact contractors to obtain requested documentation and project updates.
-
Coordinate with Account Managers regarding contractor responses.
-
Escalate unresponsive contractors or unresolved issues according to established procedures.
Complaint Investigation & Research
-
Research customer accounts, loan information, project documentation, and communications using available systems.
-
Gather relevant information needed to support complaint resolution.
-
Document factual findings and provide information to management or Compliance when additional review is required.
-
Request assistance from subject matter experts when necessary.
External Complaint Management
-
Assist with gathering documentation and preparing information needed for responses to BBB, CFPB, and other external complaints.
-
Coordinate with Compliance to ensure responses are completed within established timelines.
-
Track outstanding action items until completion.
Escalation & Risk Management
-
Recognize complaints involving potential legal, regulatory, fraud, safety, or financial concerns and promptly escalate them according to company procedures.
-
Notify management or Compliance when complaints meet established escalation criteria.
-
Maintain accurate documentation of escalation activities.
Documentation & Quality Assurance
-
Maintain complete and accurate complaint records according to established documentation standards.
-
Verify required documentation has been obtained before closing complaints.
-
Identify documentation deficiencies and notify management for follow-up.
Process Improvement
-
Identify recurring issues and communicate observations to management.
-
Provide feedback regarding opportunities to improve complaint handling processes.
-
Participate in process improvement initiatives as assigned.
QUALIFICATIONS
-
High school diploma or GED required; Associate’s or Bachelor’s degree in Business, Finance, Communications, Criminal Justice, or a related field preferred.
-
Two to four years of experience in customer service, complaint resolution, case management, collections, financial services, banking, or a related operational role.
-
Strong written communication skills with the ability to prepare professional responses for customers, contractors, attorneys, regulatory agencies, and executive leadership.
-
Experience within consumer lending, banking, financial services, or other regulated industries.
KNOWLEDGE AND SKILLS
-
Ability to investigate customer concerns by gathering information from multiple sources and documenting findings accurately.
-
Knowledge of complaint resolution practices, case management principles, and customer advocacy techniques.
-
Ability to interpret and follow established company policies, procedures, and complaint handling guidelines.
-
Ability to adapt to changing priorities while maintaining service levels and meeting established deadlines.
APPLY TO WORK AT WATERCRESS FINANCIAL
What does the hiring process look like after submitting a resume?
- If you see a position that you feel aligns with your skillset, apply! Our HR team will review your resume and determine if your background is what we are looking for. Talented candidates will be contacted to do a phone screen.
- Candidates that are selected will be asked to do an in-person or virtual interview with the hiring manager. A second interview with additional managers or members of the executive team may be necessary depending on the position.
- The hiring manager will then select a candidate to receive an offer for the position!
- Once an offer letter has been signed, all positions will be asked to complete a background and credit check to be completed prior to hire.
- It’s time to start your new position at Watercress Financial!