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Case owner
1 week ago
We started with background and reference checking, pioneering an entirely new approach through Verepass - a blockchain solution which facilitates instant verification by enabling candidates to own, manage, and share their securely-held and verified career credentials.
We have recently launched our second product - a Whistleblowing platform with end-to-end encryption enabling employees to report issues safely and anonymously.
But this is just the beginning. Join us and become part of the journey using technology to help the world trust faster.
What will you be doing?
We are looking for detail-oriented Case Owners to oversee and coordinate the delivery of service and support to clients including taking full ownership of individual cases from initiation to resolution. The role requires effective case management practices, collaboration with stakeholders, and ensuring compliance with policies and procedures.
The key objectives of the role are to:
- Provide comprehensive case ownership services to clients.
- Ensure effective coordination between service delivery teams.
- Support clients in achieving their goals through tailored interventions.
- Maintain accurate records and uphold confidentiality.
The key responsibilities include:
- Acting as the primary point of contact for assigned clients, ensuring smooth service delivery and support.
- Monitoring and reviewing the progress of client orders on a daily basis.
- Assisting Customer Support in the answering of queries.
- Identifying pro-active interventions and data to enhance the client experience.
- Supporting Account Managers in the collection of data for client reviews.
- Providing crisis intervention and support as needed.
- Providing regular updates on case progress and client outcomes.
- Participating in team meetings and internal case conferences.
- Assessing and addressing complex issues that arise within cases, providing innovative solutions and making informed decisions.
- Working with clients and teams to resolve conflicts and find workable solutions to challenging situations.
- Identifying opportunities for improvement in case management processes and procedures.
- Providing feedback and suggestions to management on how to enhance operational efficiency and client satisfaction.
- Ensuring all actions taken during the case process comply with relevant regulations, policies, and procedures.
- Monitoring risk factors and taking appropriate action to mitigate potential issues throughout the case lifecycle.
What are we looking for?
- At least 2 years of experience in case management, project management, or a related field.
- Proven experience in overseeing and managing cases from start to finish.
- Strong organisational skills and attention to detail.
- Excellent communication skills, both verbal and written.
- Ability to manage multiple cases and prioritise competing tasks.
- Strong problem-solving and decision-making capabilities.
- Ability to work independently and within a team environment.
- Familiarity with case management software and/or project management tools.
- Ability to manage sensitive and confidential information.
- Comfortable working in a fast-paced and dynamic environment.
- Ability to work in early morning or late evening shifts if required.
Who are we?
We are an all-remote organisation with ~140 people spread across the world. We value Trust, Integrity, Data and Experience in everything we do - from the way we collaborate to the products we create.
We're focused on transforming the industry while partnering with many of the leading technology platforms in the People & Talent ecosystem.
And we're growing fast. Having recently been ranked in Deloitte's Tech Fast 50 for the second year running, we're looking for brilliant people, fast thinkers and passionate change-drivers to join our expanding team.
