Case Management Lead at Mynt

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

20 Jan, 26

Salary

0.0

Posted On

22 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Empathy, Detail-Oriented, Problem Solving, Root Cause Analysis, Case Management, Reporting, Continuous Improvement, Mentoring, Customer Feedback, Satisfaction Monitoring

Industry

Financial Services

Description

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today! Who you’ll be working with: If you have a strong background in customer service, communication,t, and are empathetic, people-focused, detail-oriented, and passionate about delivering exceptional customer journeys, then the Customer Experience Management team may be for you! You’ll be responsible for the following: Case Escalations Management Act as the escalation point for high=priority or complex cases that requires additional attention. Ensure escalated cases are handled properly by the vendors swiftly and efficiently minimizing customer dissatisfaction. Work to prevent case escalations by identifying and addressing potential issues proactively. Root Cause Analysis Conduct root cause analysis for recurring or complex cases to identify systemic issues. Work with Incidents and Problem Mgt Team to address the underlying causes of frequent problems and develop solutions to prevent future cases. Use case data and feedback to identify and propose process improvements. Case Documentation and Reporting Maintain accurate and detailed records of case activities, customer interactions, and resolution outcomes. Track case metrics and prepare regular reports for stakeholders, highlighting trends, outcomes, and areas of improvement. Continuous Improvement Continually assess and improve case resolution processes to enhance efficiency and customer satisfaction. Identify and implement best practices for case management, using lessons learned from past cases. Mentor vendors teams to improve their case handling capabilities and performance. Customer Feedback and Satisfaction Monitor customer feedback to assess satisfaction with case resolution outcomes. Take corrective actions when customer feedback indicates dissatisfaction with case handling. Use feedback to refine case resolution strategies and improve customer service. What We Offer Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package is the #1 Finance App in the Philippines. Through the GCash App, 81M registered users can easily purchase prepaid airtime; purchase from over 6M partner merchants and social sellers; send and receive money anywhere in the Philippines, even to other bank accounts; pay bills at over 1,800 partner billers nationwide; and get access to savings, credit, loans, insurance and investments, and so much more, all at the convenience of their smartphones. GCash is a wholly-owned subsidiary of Mynt (Globe Fintech Innovations, Inc.) since 2015. is a leader in mobile financial services focused on accelerating financial inclusion through mobile money, financial services, and technology. As an affiliate of Globe Telecom, Ant Group, Ayala, and various other global shareholders, Mynt provides secure, accessible, and convenient fintech solutions to individuals, businesses, and organizations. Mynt is recognized as the Philippine’s first and only duacorn with the support of its distinguished local and global shareholders. Mynt operates two fintech companies: GCash, a micropayment service that transforms the mobile phone into a virtual wallet, and Fuse, a tech-based lending company that enables Filipinos to get access to credit. is a lending institution registered with the Philippine Securities and Exchange Commission that caters to the underserved and unbanked population in the Philippines, aiming to create and sustain opportunities for growth and stability for individuals and businesses alike through responsible and fintech-enabled lending. Fuse’s credit and lending products are powered by GCash’s in-house trust platform, GScore. Fuse is a wholly-owned subsidiary of Mynt (Globe Fintech Innovations, Inc.)

Responsibilities

The Case Management Lead will manage case escalations, ensuring high-priority cases are handled efficiently to minimize customer dissatisfaction. They will conduct root cause analysis for recurring issues and work on process improvements to enhance customer satisfaction.