Escalation Manager - Fraud Operations

About the Opportunity

We are seeking an experienced Escalation Manager to lead a team supporting fraud-related customer escalations within a dynamic banking environment. This role is ideal for a fraud operations leader who combines strong investigative expertise with team leadership, coaching, and customer-focused decision making.

The Escalation Manager will oversee a team of approximately 10-12 specialists handling inbound calls from customers experiencing potential fraud on their accounts. This leader will provide real-time guidance on complex fraud situations, support investigations, coach team members on fraud detection best practices, and help drive operational excellence.

This position works closely with Fraud Operations, Financial Crimes, Risk, Compliance, and Customer Care teams to ensure suspicious activity is identified, documented, and addressed while maintaining a positive customer experience.

Salary

Starting at $80,000 annually, with flexibility based on experience and qualifications.

Key Responsibilities

• Lead and develop a team of fraud specialists handling customer fraud escalations and investigations.
• Provide real-time coaching and decision support during complex customer interactions involving suspected fraud or unusual account activity.
• Train and mentor team members on fraud detection, red flag identification, escalation procedures, and customer communication.
• Review escalated cases and ensure proper documentation, compliance, and follow-through.
• Partner with Fraud Operations, Financial Crimes, Risk, and Compliance teams on high-risk situations.
• Analyze fraud trends, customer concerns, operational performance, and escalation activity.
• Develop recommendations to improve fraud prevention, customer experience, and operational effectiveness.
• Monitor team performance, quality standards, and service metrics.
• Assist in building and supporting future proactive fraud outreach initiatives designed to identify and prevent suspicious activity.

Qualifications

• 5 years of experience in fraud operations, fraud investigations, financial crimes, fraud servicing, or risk management within a banking, financial services, fintech, or credit union environment.
• Previous experience leading, supervising, coaching, or managing employees.
• Experience handling fraud-related escalations or complex customer fraud situations.
• Knowledge of fraud prevention, suspicious activity identification, and fraud investigation processes.
• Strong analytical and problem-solving skills.
• Experience working with reporting, trends analysis, and process improvement initiatives.
• Excellent communication and leadership skills.

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We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.