Case Resolution Analyst - Cape Town, Johannesburg at Old Mutual

Job Description


At OM Bank, we strive to attract great people who are passionate about coming together for a higher purpose- building something unique and aspirational, always aiming to be the best they can be. We are rooted in our purpose of inspiring and enabling our customers to grow and sustain their prosperity.
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.


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 withScheme 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:


3-5+ 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.
3-5+ 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.


Skills


Adaptive Thinking, Data Analysis, Data Compilation, Data Controls, Data Management, Digital Literacy, Employee Compensation and Benefits, Evaluating Information, Executing Plans, Human Capital Management Systems, Oral Communications, Policy Development, Regulatory Compliance Management, Second Language


Competencies


Business Insight
Communicates Effectively
Decision Quality
Ensures Accountability
Financial Acumen
Manages Complexity
Self-Development


Education


NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent


Closing Date

24 July 2026