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Aerotek Escalations Manager (Work From Home) in Winter Park, Florida


*100% Work From Home*

  • Managing a team of 15 Case Workers and 1 Team Lead within the LOB (Line Of Business) Complaints Team

  • Independently logs, researches, routes or responds to escalated or urgent requests regarding complaints that are high visibility, high risk and/or regulatory in nature.

  • Responsible for monitoring team metrics such as quality, production, attendance and risk issues.

Daily Responsibilities:

  • Exception processing of acknowledgment letters conducting investigative steps to identify issues and working with internal partners to resolve

  • Identifying trends and providing feedback/reporting to appropriate party

  • Uploading to a customer facing Regulatory Portal which requires special handling and/or imaging/uploading documentation to other repositories as required; reviewing new correspondence and existing cases to identify related issues

  • Establishing case files or redirecting requests to the applicable business group

  • Mitigating risk by identifying key information and ensuring compliance guidelines are met; logging requests or complaints

  • Reviewing incoming correspondence from customers, attorneys, third parties or regulatory/governmental representatives and other agencies

  • Performing intake to determine appropriate course of action

  • Performing research and reviewing existing cases to identify related issues.


  • 5 years of experience in one or more of the following environments: customer or investor-facing, disputes, claims, or fraud resolution

  • 1 year of leadership, supervisory, or management experience leading at least 5 people in the financial or business services field

  • Quiet & Comfortable working environment

  • Previous banking experience is a plus!!

About Aerotek:

We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at

Location: Winter Park, Florida

Posting ID: 7311145

Pay Rate: US$30 - US$35 per hour

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.