Case Resolution Analyst

Job Overview

Old Mutual is a financial services organization that seeks to build an outstanding customer experience anchored in strong employee engagement. This role is based at OM Bank and focuses on handling complex customer complaints, disputes, and operational issues, ensuring high levels of customer satisfaction.

Responsibilities

• Serve as the initial point of contact for customers logging new cases or disputes, providing timely and accurate case assessment and resolution.
• Communicate case status, next steps, and final resolutions to customers, maintaining a high level of satisfaction.
• Investigate and analyze customer cases, collecting all relevant information and supporting documentation to identify root causes.
• Manage chargeback processes, including dispute investigations, documentation preparation, and compliance with scheme regulations and bank policies.
• Maintain detailed records of each case...