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 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