Case Resolution Analyst at Old Mutual

Job Description

KEY ROLE RESPONSIBILITIES 

Customer Relations Management

• Serve as the initial point of contact for customers logging new cases or disputes, ensuring timely and accurate case assessment and resolution
• Communicate effectively with customers to inform them of case status, next steps, and final resolutions, ensuring a high level of customer satisfaction.

Investigation and Resolution:

• Investigate and analyze customer cases, gathering all relevant information and supporting documentation to identify root causes.
• Manage chargeback processes, including investigating disputes, preparing necessary documentation, and ensuring compliance with Scheme Regulations and bank policies.
• Maintain detailed records of each case, including actions taken, correspondence, and resolutions, ensuring compliance with bank policies and regulatory requirements.

Collaboration and Reporting:

• Collaborate with internal departments to gather insights and address issues efficiently.
• Collaborate with the legal and compliance teams in resolving complex cases that may require regulatory intervention or escalation.

Compliance and System Optimization:

• Identify trends in customer complaints and proactively recommend improvements to internal processes and policies to prevent future issues.
• Ensure adherence to service level agreements (SLAs) and regulatory guidelines while managing case timelines.
• Contribute to continuous improvement initiatives aimed at enhancing the efficiency and effectiveness of the case resolution process.

Customer Protection and Advocacy:

• Educate customers on fraud risks and preventative measures.
• Handle customer concerns regarding fraudulent activity with professionalism and empathy.

Education:

• Bachelor’s degree in risk management, Finance, Business, or related fields (preferred but not required).

Experience:

• 3+ years of experience in a customer service, dispute resolution, or operations role within the banking or financial services industry.
• Strong understanding of banking products, services, and regulations.
• 3+ years of experience with chargeback management, including knowledge of relevant Scheme Regulations.

Skills and Competencies:

• Excellent communication skills, both written and verbal, with the ability to present complex information clearly and professionally.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple cases simultaneously while meeting deadlines and maintaining high standards of customer service.
• Experience with case management systems and CRM tools is preferred.
• Attention to detail and a customer-centric mindset.
• Knowledge of regulatory and compliance standards in the banking industry (e.g., GDPR, TCF) is a plus.
• Ability to remain calm and professional under pressure, particularly when dealing with escalated or challenging situations.
• The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit
• The ideal candidate will play a pivotal role in addressing and resolving complex customer complaints, disputes, and operational issues. This position requires a high level of problem-solving skills, a thorough understanding of banking procedures, and the ability to communicate effectively with customers, internal teams, and external stakeholders.

Skills

• Adaptive Thinking, Data Analysis, Data Controls, Financial Auditing, Information Management, Management Accounting, Planning and organisational skills, Risk Management, Threat Assessment

Competencies

• Business Insight
• Collaborates
• Communicates Effectively
• Cultivates Innovation
• Decision Quality
• Financial Acumen
• Instills Trust
• Manages Complexity

Closing Date

• 02 May 2025 , 23:59