Compliance Escalations Manager

Description

• Provide clear and accurate reporting that facilitates identifying trends, gaps, and process breakdowns, and recommending enhancements to reduce recurrence.
• Communicate policy changes effectively and provide training when needed.
• Prepare actionable insights and comprehensive reports for Compliance leadership and cross-functional partners to support decision-making and drive improvements.
• Review and analyze QAR (Questionable Activity Report) submissions to determine root causes and opportunities for improvement.
• Provide ongoing feedback and coaching to team members for accuracy, consistency, and quality of work.
• Assist in the creation and enhancement of complaint-handling and fraud-related policies and procedures.
• Address performance concerns promptly and implement corrective action plans when necessary.
• Ensure all communications, findings, and data are accurately recorded in internal systems.
• Conduct performance evaluations, coaching sessions, and quality reviews to ensure high performance.
• Analyze root causes of customer complaints and escalation closure reasons.
• Support professional development through mentoring, training, and identifying growth opportunities.
• Maintain clear communication between the team, leadership, and other departments.
• Create and present recommendations to strengthen process efficiency and compliance adherence.
• Foster a collaborative culture focused on accountability, problem-solving, and customer-first thinking.
• Ensure internal teams consistently follow required guidelines and adhere to regulatory and internal timeframes.
• Manage daily activities of the Compliance Escalation and Fraud teams, including workload distribution and queue monitoring.
• Prepare routine and ad-hoc reports to support Compliance management decision making.

Requirements

• 3–5 years of experience managing 10+ employees (preferred in compliance, QA, fraud, or operations).
• Strong organizational skills.
• Strong work ethic.
• 5–7 years of experience in compliance, operations, customer escalations, fraud analysis, or related fields.
• 5+ years of experience handling Regulatory complaints.
• Excellent written and verbal communication skills.
• Proficiency with internet research and MS Outlook, Word, and Excel.
• Precise attention to detail.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance