Escalations Manager

Job Description

Job Description

Escalation Manager – Fraud (Customer Care Centers)

Location: Little Rock, AR

Pay: Salary is negotiable starting around $80K, based on experience.

Schedule: Monday–Friday, 8am–5pm EST + rotating Saturdays (2–3/month)

 

We are looking for Escalation Manager to lead a team handling fraud-related customer escalations .

This role is ideal for someone with a strong background in fraud investigations, risk mitigation, and call center leadership , not general escalations.

 

Key Responsibilities:

• Manage a team of 10–12 agents handling inbound fraud-related customer calls
• Provide real-time guidance on escalations and deliver effective solutions
• Coach and train staff to identify red flags and suspicious activity
• Oversee follow-ups during fraud investigations and enhance customer experience
• Help build an outbound function to proactively alert customers of potential fraud
• Analyze trends, reporting, and recommend process improvements

What We’re Looking For:

• Proven experience in fraud operations or fraud escalations (banking/financial preferred)
• Prior call center leadership experience
• Strong problem-solving, coaching, and analytical skills
• Ability to balance risk mitigation with customer care

Company 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\n\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.