Escalation Manager - Customer Care Centers

Job ID 23480 – Escalations Manager

Location: Alpharetta, GA 30022 – This position is onsite

Pay: Depending upon experience

Type: Direct hire

Schedule:

Job description:

1. 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.
2. Coached and supported team members during live escalations, reinforcing proper escalation protocols, risk awareness, and effective customer service practices to improve case outcomes.
3. 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.
4. 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.
5. 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:

• Bachelor’s degree

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