Strategic Customer Complaint Resolver

Watercress Financial Group LLC; West Des Moines (IA); On-site; USD 45,000 - 65,000; Full time

Job summary

Watercress Financial Group LLC is seeking a Complaint Resolution Specialist to serve as the primary contact for customer complaints from intake through resolution. You will coordinate with customers, contractors, Account Managers, Compliance, Operations, and other departments to gather information, document findings, and ensure timely resolution.

The role emphasizes researching details, reviewing documentation, maintaining accurate case records, and adhering to service levels.

Qualifications

• Strong written communication skills for professional responses to customers, contractors, attorneys, and regulators.
• Experience with complaint resolution, case management, or related financial services operations.
• Ability to review account/project documentation and document findings accurately.
• Familiarity with escalation procedures for high-risk or regulatory matters.

Responsibilities

• Manage assigned complaint cases from intake through closure following policies and procedures.
• Review information, obtain documentation, and coordinate required follow-up activities.
• Document case activity and maintain complete complaint records.
• Escalate complaints needing management review or specialized guidance.
• Monitor complaints to ensure timely follow-up and resolution.

Skills

Investigative skills

Written communication

Policy interpretation

Case management

Adaptability

Education

High school diploma or GED

Associate's or Bachelor's degree in Business/Finance/Communications/Criminal Justice

Job description

Watercress Financial Group LLC is seeking a Complaint Resolution Specialist to serve as the primary contact for customer complaints from intake through resolution. You will coordinate with customers, contractors, Account Managers, Compliance, Operations, and other departments to gather information, document findings, and ensure timely resolution.

The role emphasizes researching details, reviewing documentation, maintaining accurate case records, and adhering to service levels.