Card Collections Escalated Complaints Team Leader

Bring your leadership and customer advocacy skills to a team where your decisions directly improve outcomes and reduce risk.
Job summary
As an Escalated Complaints Team Lead (Card) within the Card Escalated Complaints team, you will lead a team responsible for delivering timely, well-reasoned resolutions to complex customer concerns.

You'll balance customer experience, operational excellence, and risk awareness as you guide investigations and written responses.

You will use data and root-cause findings to improve controls, processes, and quality.

You'll partner across teams to remove friction points and raise the standard for how escalations are handled.
Job responsibilities


* Coach and develop escalation specialists to achieve productivity, quality, and service goals


* Set clear performance expectations and deliver ongoing feedback, reviews, and development plans


* Support hiring, onboarding, and training to build a capable, resilient team


* Oversee end-to-end research into escalated complaints from internal partners and external parties (as applicable)


* Resolve highly complex cases with sound judgment, appropriate urgency, and clear documentation


* Ensure responses and outcomes align with applicable procedures, legal considerations, and compliance requirements


* Analyze productivity, quality, and complaint trends to identify root causes and recurring themes


* Document process gaps and policy or control breakdowns, and recommend practical improvements


* Partner with leaders and cross-functional teams to implement service and system enhancements


* Communicate clearly with stakeholders, including senior partners, on status, risk, and outcomes


* Allocate resources and prioritize work as volumes and business needs change

Required qualifications, capabilities, and skills


* Demonstrated experience leading, coaching, and developing front-line teams


* Demonstrated experience in collections and customer complaint handling practices


* Strong working knowledge of escalation management, due diligence, and service recovery


* Ability to research issues, evaluate evidence, and make consistent, defensible decisions


* Strong written and verbal communication skills, including the ability to explain complex outcomes clearly


* Effective conflict resolution skills and the ability to handle sensitive conversations professionally


* Ability to interpret procedures and apply regulatory and compliance requirements to day-to-day work


* Strong organization and prioritization skills in a high-volume, time-sensitive environment


* Proficiency in Microsoft Office applications (including Excel) and Windows-based tools


* Ability to use productivity and quality data to drive performance and continuous improvement

Preferred qualifications, capabilities, and skills


* Experience handling executive-level escalations or highly sensitive customer cases


* Experience p...