Job Description
The Compliance Escalations Manager oversees the operations of the Compliance Escalation and Fraud Analyst teams, ensuring prompt and accurate handling of escalations, customer feedback, and complaints, while collaborating with other departments to improve processes and strengthen compliance controls.
Key Responsibilities
- Oversee daily operations of the Compliance Escalation and Fraud Analyst teams
- Ensure timely, accurate handling of escalations, customer feedback, and complaints in accordance with policies and regulations
- Support team members through coaching, training, workload management, and performance evaluations
- Collaborate with cross-departmental leaders and Compliance management to identify trends and recommend process improvements
- Implement strategies to enhance customer experience and strengthen organizational compliance controls
Requirements
- Oversee the day-to-day operations of the Compliance Escalation and Fraud Analyst teams to ensure all escalations, customer feedback, and complaints submitted to Compliance are handled promptly, accurately, and in alignment with GoodLeap policies, procedures, and regulatory standards.
- Support team members through ongoing coaching, training, workload management, and performance evaluation to ensure high-quality service.
- Collaborate with leaders across multiple GoodLeap departments and Compliance management to identify trends, recommend process improvements, and implement strategies that enhance customer experience and strengthen organizational compliance controls.
- Possess a minimum of 3 years of experience in compliance, escalation management, fraud analysis, or related roles.
- Demonstrate strong knowledge of regulatory standards relevant to compliance and escalation processes.
- Have experience managing or supervising teams, including coaching, training, and performance evaluation.
- Possess excellent communication and collaboration skills to work effectively with cross-departmental teams and leadership.
- Be able to handle escalations, customer feedback, and complaints promptly and accurately, ensuring compliance with company policies and regulatory standards.
- Have a solid understanding of organizational policies, procedures, and compliance controls.
- Be capable of analyzing trends and recommending process improvements based on data and operational insights.
- Possess the ability to perform job duties in a manner consistent with applicable laws and regulations.
- Be able to work in a collaborative work culture and contribute to a team environment.
Benefits & Perks
Compensation: $90,000 - $120,000 annually
Work schedule: Not specified
Work environment perks: Collaborative work culture
Additional benefits: Reasonable accommodations for disabilities, opportunities for career growth and development
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