Remote Escalations Manager

Endurance Warranty Services, LLC; United States; Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Paid training

Work From Home Opportunity

Computer Equipment Provided

401(k) with company match after 90days

Medical, Dental, and Vision Insurance

Voluntary Life Insurance

Internet Stipend

Paid Time Off

Holiday Pay

Job summary

Endurance Warranty Services, LLC is seeking a Resolutions Manager to lead a team of twenty professionals in handling complex escalated customer complaints. You will own end-to-end intake, investigation, resolution, documentation, and reporting to ensure timely and compliant outcomes aligned with policy and regulatory expectations.

You will partner with Legal, Compliance, Claims, Operations, and Customer Experience to drive systemic improvements and maintain data integrity across complaint

Qualifications

• Minimum 5 years in resolutions management or equivalent leadership role.
• Experience in call center or conflict resolution.
• Strong verbal and written communication across all levels including regulators and advocacy groups.
• Experience leading a team with coaching and development focus.
• Excellent analytical and critical thinking, with ability to investigate and research.
• Ability to manage records, reporting, and risk indicators with integrity.

Responsibilities

• Overall responsibility for escalation and complaint resolution excellence.
• Lead and mentor a team of Resolutions Representatives and Specialists; conduct regular coaching.
• Identify patterns, root causes, and risk indicators; escalate to Legal and executives.
• Maintain records of complaint activity and ensure data accuracy.
• Ensure timely, compliant resolutions and regulatory SLAs.
• Draft formal responses for complaints and regulatory inquiries.
• Review processes for best practices and drive continuous improvement.
• Handle high-complexity cases when needed and communicate with stakeholders.

Skills

Resolutions management

Call center experience

Coaching & mentoring

Analytical skills

Regulatory risk awareness

Cross-functional collaboration

Job description

Endurance Warranty Services, LLC is seeking a Resolutions Manager to lead a team of twenty professionals in handling complex escalated customer complaints. You will own end-to-end intake, investigation, resolution, documentation, and reporting to ensure timely and compliant outcomes aligned with policy and regulatory expectations.

You will partner with Legal, Compliance, Claims, Operations, and Customer Experience to drive systemic improvements and maintain data integrity across complaint