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