Case Manager

About the role

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

• Handle 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
• Refer cases that are not settled to Adjudication and provide administrative process support in the Adjudication process
• Collaborate 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

About you

• Possess a good degree from a recognized tertiary institution
• Have 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
• Experience in complaints handling, claims assessment, customer resolution, mediation, or explaining complex financial or insurance-related matters to consumers
• Relevant working experience in general mediation and/or mediation specializing in financial disputes
• 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.