Case Management Team Lead - Remote

Overview

The Case Management Team Lead supports a federal services program by overseeing a team of Regulatory Case Analysts responsible for reviewing, analyzing, and resolving complex consumer financial and regulatory cases.

In Short

• Provide daily supervision and operational oversight of assigned Regulatory Case Analysts.
• Monitor individual and team caseloads to ensure productivity and service level requirements are consistently achieved.
• Review complex or escalated cases and provide authoritative guidance on regulatory interpretation and case resolution.
• Support analysts in the accurate application of federal statutes, regulations, and internal policies to case determinations.
• Ensure adherence to documentation standards and structured analytical writing expectations.
• Partner with Quality Assurance staff to address quality findings and implement corrective or preventive actions.
• Conduct regular performance check-ins and deliver constructive coaching and feedback.
• Identify performance trends, workflow inefficiencies, or training gaps and escalate issues as appropriate.
• Assist with onboarding, mentoring, and developing new analysts during training and ramp-up periods.
• Contribute to the development and refinement of internal processes, job aids, and procedural documentation.

Requirements

• Bachelor’s degree in Business, Public Administration, Legal Studies, Finance or related field.
• Minimum of 5 years of progressive professional experience in regulatory case management, quality assurance, compliance review, or a closely related analytical field in lieu of a degree.
• Experience managing productivity metrics and performance standards in deadline-driven environments.
• Hands-on experience working within a CRM or case management system (Salesforce preferred).
• Comprehensive understanding of regulatory case management and consumer complaint resolution frameworks.
• Exceptional written and verbal communication skills across multiple stakeholder levels.
• Meticulous attention to detail and unwavering commitment to documentation integrity.
• Proven leadership capability with experience supervising, mentoring, or developing professional staff.
• Capacity to identify operational risks and implement corrective actions proactively.
• Advanced analytical writing proficiency.

Benefits

• Work remotely in a professional home office environment.
• Full-time schedule, Monday – Friday.
• Opportunity to support federal services programs.
• Engage in a structured, performance-based contract environment.