**Card Collections Escalated Complaints Team Leader:** Guide a team in resolving complex, high-level customer complaints, balancing customer experience and risk mitigation. Oversee end-to-end investigation, train and coach staff, collaborate cross-functionally, and drive process enhancements to improve quality and outcomes. Proven leadership in collections, complaint handling, and team development required. Strong decision-making, communication, and data analysis skills essential. Experience managing executives' escalations and implementing process improvements preferred.
Full Job Description
Location: Heathrow, FL, United States
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. Youll 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. Youll 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 goalsSet clear performance expectations and deliver ongoing feedback, reviews, and development plansSupport hiring, onboarding, and training to build a capable, resilient teamOversee 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 documentationEnsure responses and outcomes align with applicable procedures, legal considerations, and compliance requirementsAnalyze productivity, quality, and complaint trends to identify root causes and recurring themesDocument process gaps and policy or control breakdowns, and recommend practical improvementsPartner with leaders and cross-functional teams to implement service and system enhancementsCommunicate clearly with stakeholders, including senior partners, on status, risk, and outcomesAllocate resources and prioritize work as volumes and business needs changeRequired qualifications, capabilities, and skills
Demonstrated experience leading, coaching, and developing front-line teamsDemonstrated experience in collections and customer complaint handling practicesStrong working knowledge of escalation management, due diligence, and service recoveryAbility to research issues, evaluate evidence, and make consistent, defensible decisionsStrong written and verbal communication skills, including the ability to explain complex outcomes clearlyEffective conflict resolution skills and the ability to handle sensitive conversations professionallyAbility to interpret procedures and apply regulatory and compliance requirements to day-to-day workStrong organization and prioritization skills in a high-volume, time-sensitive environmentProficiency in Microsoft Office applications (including Excel) and Windows-based toolsAbility to use productivity and quality data to drive performance and continuous improvementPreferred qualifications, capabilities, and skills
Experience handling executive-level escalations or highly sensitive customer casesExperience partnering with legal teams, vendor partners, or multiple internal stakeholders on case resolutionExperience identifying and implementing process improvements (for example, root-cause and corrective action work)Experience developing training materials or delivering team trainingFamiliarity with complaint management workflows, controls, and documentation standards Lead a team resolving complex escalated complaints, improving processes, and strengthening Card customer outcomes. 
