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:
- 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:
- 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
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