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GoodLeap Logo GoodLeap · Legal

Compliance Escalations Manager

United States, Roseville 90000.00 - 120000.00 USD / Year · Job Posted January 05, 2026
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Job Description

The Compliance Escalations Manager oversees the day-to-day operations of the Compliance Escalation and Fraud Analyst teams. This role ensures that all escalations, customer feedback, and complaints submitted to Compliance are handled promptly, accurately, and in alignment with GoodLeap policies, procedures, and regulatory standards. The Manager supports team members through ongoing coaching, training, workload management, and performance evaluation to ensure high-quality service. In addition to operational oversight, this role collaborates with leaders across multiple GoodLeap departments and Compliance management to identify trends, recommend process improvements, and implement strategies that enhance customer experience and strengthen organizational compliance controls.

Job Responsibility

  • Complaint Root Cause Analysis & Reporting: Analyze root causes of customer complaints and escalation closure reasons
  • Provide clear and accurate reporting that facilitates identifying trends, gaps, and process breakdowns, and recommending enhancements to reduce recurrence
  • Prepare actionable insights and comprehensive reports for Compliance leadership and cross-functional partners to support decision-making and drive improvements
  • Provide ongoing feedback and coaching to team members for accuracy, consistency, and quality of work
  • QAR Review & Quality Improvement: Review and analyze QAR (Questionable Activity Report) submissions to determine root causes and opportunities for improvement
  • Provide ongoing feedback and coaching to team members for accuracy, consistency, and quality of work
  • Create and present recommendations to strengthen process efficiency and compliance adherence
  • Policy & Procedure Management: Assist in the creation and enhancement of complaint-handling and fraud-related policies and procedures
  • Ensure internal teams consistently follow required guidelines and adhere to regulatory and internal timeframes
  • Communicate policy changes effectively and provide training when needed
  • Team Leadership & Daily Operations Management: Manage daily activities of the Compliance Escalation and Fraud teams, including workload distribution and queue monitoring
  • Conduct performance evaluations, coaching sessions, and quality reviews to ensure high performance
  • Support professional development through mentoring, training, and identifying growth opportunities
  • Address performance concerns promptly and implement corrective action plans when necessary
  • Foster a collaborative culture focused on accountability, problem-solving, and customer-first thinking
  • Documentation, Reporting & Communication: Ensure all communications, findings, and data are accurately recorded in internal systems
  • Prepare routine and ad-hoc reports to support Compliance management decision making
  • Maintain clear communication between the team, leadership, and other departments

Requirements

  • 5+ years of experience handling Regulatory complaints
  • 3–5 years of experience managing 10+ employees (preferred in compliance, QA, fraud, or operations)
  • 5–7 years of experience in compliance, operations, customer escalations, fraud analysis, or related fields
  • Strong organizational skills
  • Strong work ethic
  • Precise attention to detail
  • Excellent written and verbal communication skills
  • Proficiency with internet research and MS Outlook, Word, and Excel
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