Onsite Escalation Team Manager

Job Description

Job Description

LOCATIONS: Alpharetta Georgia or Little Rock Arkansas (Onsite)

Pay: $80,000+

Start: November 2026

Schedule: Full-Time

Title: Onsite Escalation Team Manager - Fraud Operations

We are seeking an experienced and proactive Escalation Manager - Fraud Operations to lead a team focused on fraud detection, investigations, and customer account protection. This role will oversee a team of 10-12 specialists handling inbound fraud-related customer calls, investigation follow-up activities, and account security concerns. The ideal candidate will have a strong background in fraud operations, risk management, fraud investigations, or financial services and be capable of providing real-time leadership and guidance during complex fraud-related escalations. This position will also play a key role in building and developing a proactive outbound fraud prevention team responsible for notifying customers of unusual account activity and potential fraud risks.

Key Responsibilities

• Manage, coach, and develop a team of 10-12 Fraud Specialists handling inbound fraud-related customer inquiries and investigations.
• Provide real-time support and direction for escalated fraud cases while ensuring timely and effective resolutions.
• Assist team members in identifying suspicious activity, fraud indicators, and emerging fraud trends.
• Train and mentor agents on fraud detection techniques, investigative procedures, and escalation protocols.
• Successfully intercept and mitigate suspicious account activity while minimizing customer impact.
• Conduct coaching sessions, performance reviews, and ongoing development initiatives.
• Ensure a balance between fraud prevention efforts and delivering an exceptional customer experience.
• Analyze fraud trends, operational metrics, and escalation data to identify improvement opportunities.
• Create reports and present findings, recommendations, and fraud prevention strategies to leadership.
• Collaborate with Risk, Compliance, Operations, and Customer Service teams to strengthen fraud prevention efforts.
• Support the development and expansion of an outbound fraud-alert team responsible for proactively contacting customers regarding unusual account activity.
• Implement process improvements and innovative solutions focused specifically on fraud-related escalations and account protection.

Qualifications

• 2+ years of work experience in a call center, customer service, banking operations, and/or retail banking environment required.
• 3+ years of leadership experience within Fraud Operations, Fraud Prevention, Fraud Investigations, Financial Crimes, Banking Operations, or Risk Management.
• Previous experience managing fraud investigators, fraud specialists, or account protection teams.
• Strong knowledge of fraud detection, risk mitigation, account security procedures, and investigative processes.
• Proven ability to coach teams to identify red flags and respond appropriately to suspicious activity.
• Experience providing real-time guidance and decision-making support during fraud escalations.
• Strong analytical and reporting skills with the ability to identify trends and implement effective solutions.
• Demonstrated success improving fraud operations processes and team performance.
• Exceptional communication, leadership, and problem-solving skills.
• Experience utilizing reporting tools, performance metrics, and operational dashboards.
• Must be comfortable helping build and scale a proactive outbound fraud prevention team.

What we offer:

PTO & Paid Parental leave

Complimentary Financial Services and Products

Competitive Benefits: Health, Dental Vision

Employee Assistance Program

Free Caregiver Support & Resources

\nCompany Description

The professional staffing division of EmployBridge, America's Leading Workforce Specialist:
When our Talent is looking for their next opportunity, we know they are not just looking for their next paycheck. Our Recruiters are experts in their specialized fields and understand that making the right match between the candidate and the company, is the key to long term success.

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.

Company Description

The professional staffing division of EmployBridge, America's Leading Workforce Specialist:\r\nWhen our Talent is looking for their next opportunity, we know they are not just looking for their next paycheck. Our Recruiters are experts in their specialized fields and understand that making the right match between the candidate and the company, is the key to long term success.\r\n\r\nWe 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.