Escalation Manager

Escalation Manager – Fraud Operations

We are seeking an experienced Escalation Manager to lead fraud-related customer escalations within a high-volume customer care environment. This is not a traditional customer service management role. The ideal candidate will have experience supporting fraud servicing, fraud investigations, risk operations, or fraud-related escalations within a contact center environment.

This individual will serve as the day-to-day owner of complex fraud escalations, provide real-time guidance to frontline team members, and help protect customers by identifying and responding to unusual or suspicious account activity. The role balances fraud prevention, risk mitigation, operational excellence, and customer experience.

Salary: Starting at $80,000 +

Location: Little Rock, AR

Schedule: Hours of operation are Monday-Friday, 7:00 AM-6:00 PM CST and Saturday, 7:00 AM-4:00 PM CST. (Managers will typically work an 8-hour shift within these operating hours and must be flexible to work additional hours as business needs require.)

Key Responsibilities

• Serve as the primary escalation point for complex, high-risk customer situations involving suspected fraud or unusual activity.
• Manage and prioritize a fraud escalation queue while ensuring timely resolution and appropriate documentation.
• Provide real-time coaching and decision support to team members handling fraud-related customer interactions.
• Review escalated cases and determine appropriate next steps based on established procedures and risk considerations.
• Conduct customer follow-up calls related to ongoing fraud investigations.
• Help develop and support proactive outbound customer contact initiatives designed to alert customers of potentially suspicious account activity.
• Train and coach employees on fraud indicators, suspicious activity identification, escalation procedures, and customer communication strategies.
• Partner with internal stakeholders to ensure fraud concerns are handled appropriately and escalated when necessary.
• Analyze escalation trends, identify opportunities for process improvement, and recommend operational enhancements.
• Balance fraud prevention efforts with a positive customer experience.
• Support reporting, analytics, and performance monitoring activities.
• Future responsibility will include managing a team of approximately 10–12 fraud specialists.

Required Qualifications

• Minimum of 2 years of experience working in a contact center environment focused on fraud servicing, risk support, fraud investigations, financial crimes support, or escalations.
• Previous experience providing guidance on complex customer escalations.
• Experience identifying and responding to suspicious activity, unusual account behavior, or fraud-related concerns.
• Strong coaching, mentoring, and employee development skills.
• Excellent problem-solving and decision-making abilities.
• Ability to remain calm and effective in high-pressure customer situations.
• Strong verbal and written communication skills.
• Experience working with reporting, trend analysis, and operational metrics.