Case Manager

Job Purpose

The Case Manager is responsible for overseeing the mediation and resolution of financial disputes, ensuring that all cases are handled efficiently and effectively. This role involves direct interaction with consumers and financial institutions in compliance with FIDReC’s standards and targets.

Key Responsibilities

1. Case ManagementHandle and mediate financial disputes, dealing directly with consumers and financial institutions over the telephone, email, through face-to-face interviews, and during mediation conferences.Seek to mediate the case and reach a solution acceptable to both parties through mediation. Cases that are not settled may be referred to Adjudication. The Case Manager will be tasked to provide administrative process in the Adjudication process.
2. Collaboration and ReportingCollaborate with other departments to ensure smooth case handling and resolution.Ensure that case details and records are correct and up to date to facilitate accurate data reporting.

Job Requirements

• Possess a good degree from a recognized tertiary institution and have the maturity, aptitude, skills, and experience for mediation and dealing with disputants.
• Relevant exposure to the insurance and/or broader financial services industry, with a practical understanding of financial products, policy terms, claims processes, and commonly used financial terminology, will be highly advantageous.
• Experience in complaints handling, claims assessment, customer resolution, mediation, or explaining complex financial or insurance-related matters to consumers will be welcomed.
• Relevant working experience in general mediation and/or mediation specializing in financial disputes will be an advantage.

Skills

• Strong interpersonal and communication skills.
• Ability to manage multiple tasks and work under pressure.

By submitting your application, you acknowledge that FIDReC may collect, use and disclose my personal data for recruitment, assessment, verification and employment-related purposes, in accordance with the Personal Data Protection Act 2012 and PDPC’s guidance on data protection obligations, including notification, consent and purpose limitation obligations:

PDPC Data Protection Obligations