GoodLeap · 10 hours ago
Compliance Escalations Manager
Roseville, CA - HQ
Full-time
Onsite
Senior Level
$90K/yr - $120K/yr
5+ years expGoodLeap is a technology company delivering innovative financing and software products for sustainable solutions. The Compliance Escalations Manager oversees the Compliance Escalation and Fraud Analyst teams, ensuring that customer feedback and complaints are handled efficiently while collaborating with various departments to enhance customer experience and compliance controls.
Financial Services
Responsibilities
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
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
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
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
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
Qualification
Required
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
Company
GoodLeap
GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more.
501-1000 employees
H1B Sponsorship
GoodLeap has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (13)
2023 (7)
2022 (7)
2021 (2)
Funding
Current Stage
Late StageLeadership Team
Hayes Barnard
Founder, Chairman and CEO
John Shrewsberry
Chief Financial Officer
Company data provided by crunchbase