Case Acceptance & Follow-up Lead Specialist

Overview

This role entails managing and resolving case files under general guidance, addressing escalated issues, and analyzing challenges to devise effective solutions. The specialist is responsible for coordinating case acceptance processes, ensuring all complaints are settled promptly, and recommending improvements for case handling and follow-up activities.

Key Responsibilities

• Receive and meticulously review case files to confirm compliance with legal registration requirements.
• Ensure all necessary documents and statements for submitted cases are complete and adhere to established regulations and policies.
• Calculate case weights according to the approved methodology.
• Track lawsuit parties' responses, including submission of response lists and prosecutions in registered cases.
• Register and monitor complaints from taxpayers and traders via electronic channels and branches for proper tracking.
• Follow up on complaint resolution within designated timeframes and communicate outcomes with relevant stakeholders.
• Analyze operational performance and lessons learned, offering recommendations for improvement and corrective measures.
• Adhere strictly to all applicable policies, procedures, and standard operating protocols to maintain consistency and control in operations.
• Assist in resolving escalated issues and provide support to junior staff to promote efficiency.
• Escalate complex problems appropriately to ensure proper closure of cases and issues.
• Conduct training sessions for junior personnel to facilitate knowledge transfer and skill development.
• Provide leadership through clear direction, task prioritization, assigning responsibilities, and monitoring junior team workflows.
• Support junior staff in executing their responsibilities according to established processes and policies.
• Perform additional duties as assigned.

Educational Qualifications

A Bachelor's degree in Legal Studies, Law, or an equivalent field is mandatory.

Experience

A minimum of four years in relevant roles is required.

Competencies

• Business Excellence - proficient
• Collaboration and Communication - developing
• Professionalism - proficient
• Legislations and Regulations - proficient
• Coordination and Follow Up - advanced
• Complaints Management - proficient
• Results Orientation - proficient
• Stakeholder Management - proficient
• Customer Focus - proficient
• Enablement of Change and Innovation - developing