Bank Fraud Escalations Manager

Location: Onsite Alpharetta, GA

Pay: $80,000 annually (negotiable)

Oversees daily management of the Customer Care escalation queue, providing real-time guidance on complex and high-risk customer interactions. Ensures escalations are handled consistently, documented properly, and aligned with fraud prevention and financial crime standards.

Key Responsibilities:

• Manage escalation queue and provide decision support to ensure consistent, timely resolutions
• Coach frontline staff during live escalations and reinforce proper escalation procedures
• Ensure accurate documentation and appropriate case handoffs, including to leadership or risk teams
• Support fraud awareness by reinforcing identification and reporting of suspicious activity (UIRs)
• Partner with Customer Care leadership and Risk Management to improve processes and outcomes
• Track and report escalation trends and performance metrics
• Lead, coach, and develop team members to drive high performance

Qualifications:

• High school diploma required; Bachelor’s preferred
• 5+ years in customer service, call center, or banking environment
• 2+ years in escalations, fraud, or risk support
• 1+ year experience coaching or leading frontline teams

Skills: Strong decision-making, communication, and customer service skills with the ability to balance risk and experience in fast-paced environments.

High school diploma required; Bachelor’s preferred 5+ years in customer service, call center, or banking environment 2+ years in escalations, fraud, or risk support