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.

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.

• 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

• 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

• Experience handling executive-level escalations or highly sensitive customer cases
• Experience partnering with legal teams, vendor partners, or multiple internal stakeholders on case resolution
• Experience identifying and implementing process improvements (for example, root-cause and corrective action work)
• Experience developing training materials or delivering team training
• Familiarity with complaint management workflows, controls, and documentation standards