Accounts Receivable, Analysis Skills, Banking Services, Call Centers, Coaching, Cross-Functional, Customer Escalations, Customer Relations, Customer Support/Service, Decision Support, Financial Compliance, High School Diploma, Leadership, Maintain Compliance, Performance Metrics, Procedure Development, Process Improvement, Regulatory Requirements, Risk, Risk Management, Team Lead/Manager, Trend Analysis
Job ID 23480 – Escalations Manager
Location: Alpharetta, GA 30022 or Little Rock, AR 72223
This position is onsite
Pay: Depending upon experience
Type: Direct hire
Schedule: Must be flexible to work more than 40+ hours
Central Time M-F 7am -6pm
Central Time Sat 7am - 4pm
EST M-F 8am- 7pm
EST Sat 8am-5pm
Job description:
- Managed daily escalation activities by providing real-time guidance and decision support for complex, sensitive, and high-risk customer interactions, ensuring consistent resolution and adherence to established procedures.
- Coached and supported team members during live escalations, reinforcing proper escalation protocols, risk awareness, and effective customer service practices to improve case outcomes.
- Monitored, documented, and escalated unusual or suspicious activity in accordance with financial crimes, compliance, and risk management standards, including the preparation of required incident reports.
- Collaborated with leadership, compliance, risk management, and cross-functional teams to resolve complex cases, ensure proper case handoffs, and maintain alignment with operational and regulatory requirements.
- Prepared and analyzed escalation reports, trends, and performance metrics while contributing to process improvements, procedural enhancements, and the development, coaching, and retention of high-performing team members.
Nice to have:
Requirements:
- Must have (5) years of work experience in call center and banking
- Must have (2) years of work in risk, fraud, or escalations contact center
- Must have (1) year of experience leading frontline teams
- High school diploma or equivalent
- Background check required
- Drug screening required