Case Resolution Lead

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Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

We are seeking a dedicated and detail-oriented Case Resolution Lead for card and payments to join our esteemed team at OM Bank. In this role, you will oversee a team of Case Resolution Specialists and ensure efficient management and resolution of customer disputes, chargebacks (Service and Fraud related) and inquiries related to banking products and services. Case resolution would require investigations to establish liability, dealing with and processing all card disputes on behalf of the bank. Engaging with customers, stakeholder and product owners across the bank.

The ideal candidate will demonstrate strong leadership skills, a thorough understanding of banking operations, Investigations management, Card scheme knowledge including dispute and charge back process is vital and a commitment to delivering exceptional customer service and the ability to build a team that challenges the norm in ensuring great customer experience, even when the case findings may not be in the customers favour.

KEY RESULT AREAS

• Lead and manage a team of Case Resolution Specialists, providing guidance, training, and mentoring to ensure team effectiveness and professional growth.
• Review and analyse customer disputes and inquiries related to banking transactions, accounts, loans, and other financial products. Across the customer products including Card and Accounts.
• Investigate each case thoroughly by gathering necessary documentation, communicating with customers and relevant stakeholders, and assessing the validity of claims. Escalation of identified gaps and collaboration within the FRAML and across the bank to address identified issues.
• Utilize knowledge of banking regulations, policies, and procedures to determine appropriate resolutions and ensure compliance.
• Serve as a point of escalation for unresolved cases, collaborating with internal stakeholders (Customer Service, Legal, Compliance) to reach fair and timely resolutions.
• Develop and implement strategies to improve case resolution processes, streamline workflows, and enhance customer satisfaction.
• Monitor case metrics and performance indicators, preparing regular reports and analysis for management review.
• Conduct regular quality assessments and audits of case resolution activities to ensure accuracy, compliance, and adherence to service level agreements (SLAs).
• Financial reconciliation of Chargeback accounts on a daily, weekly and monthly basis.
• Foster a positive and collaborative work environment within the team, promoting a culture of accountability, continuous improvement, and customer-centricity.
• Collaborate effectively with internal teams (Customer Service, Legal, Compliance) to gather additional information, seek guidance, and escalate complex cases when necessary.
• Collaboration and engagement across the OM Group as and when needed
• Collaboration and engagement with the card schemes on chargebacks, fraud reporting and compliance items as may be required.

Role Requirements

• Bachelors degree in Business Administration, Finance, Legal Studies, or a related field.
• Experience with Mastercard Scheme rules, relating to disputes.
• Financial account reconciliation and reporting
• At least 8 years of experience in a similar role within the banking or financial services industry.
• Strong understanding of banking products, operations, regulations, and compliance requirements.
• Experience with chargeback management (essential) and knowledge of customer liability (advantageous)
• Excellent leadership and people management skills, with the ability to motivate and develop a high-performing team.
• Proven ability to analyse complex issues, make sound decisions, and drive initiatives for process improvement.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with stakeholders and customers at all levels.
• Proficiency in using MS Office Suite (Word, Excel, Outlook) and banking software/systems.
• Team leader or Manager of others with at least 5 years experience.

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.

Skills

Education

Bachelors Degree (B) (Required)

Closing Date

09 September 2024

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 in question.

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutuals Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.

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