Case Resolution Lead

Let's Write Africa's Story Together!

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

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