Case Acceptance & Follow Up Lead Specialist
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Key skills for this role
About the Role
Zakat, Tax and Customs Authority seeks an experienced Case Acceptance & Follow Up Lead Specialist to manage case files, ensure timely complaint resolution, and provide recommendations for improvement.
Key Skills for This Role
Responsibilities
- Receive and review case files to ensure formal requirements are met for registration
- Follow up to complete documents and statements of submitted cases according to regulations
- Calculate the weight of the case according to the approved mechanism
- Follow up on responses of parties to the lawsuit and their submission of response lists
- Receive complaints from taxpayers and traders through e channels and branches and log for tracking
- Follow up on complaints to ensure timely resolution and discuss results with stakeholders
- Conduct analysis on performance and lessons learned, provide recommendations for improvement
- Train junior staff on job activities to ensure transfer of know how
Requirements
- Experienced professional capable of conducting work with general directions
- Ability to develop solutions to challenges requiring analysis
- Experience in case acceptance and follow up activities
Full Job Posting
Job Overview
- Jobholders at this level are experienced professionals capable of conducting work with general directions.
- They are primarily concerned with developing solutions to challenges which require some analysis to understand and resolve.
- They undertake complex operational activities including accepting case files, ensuring all complaints are resolved in a timely manner.
Case Acceptance and Follow up
- Receive and review accurately case files to ensure that the formal requirements are met for registration with the legal regulation.
- Follow up to complete the documents and statements of the submitted cases in accordance with regulations and policies.
- Calculate the weight of the case according to the approved mechanism.
- Follow up on the responses of parties to the lawsuit and their submission of the response lists and the prosecution in the lawsuits submitted.
- Receive complaints from taxpayers and traders through e channels and branches and log for tracking.
- Follow up on complaints to ensure timely resolution and discuss results with concerned stakeholders.
- Conduct analysis on performance and lessons learned, and provide recommendations on areas for improvement and corrective actions.
Organization and Operations
- Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner.
- Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner.
- Escalate complex problems to the relevant person to ensure cases/issues are closed properly.
- Perform other duties as requested.
People Management
- Train junior staff on the different job activities to ensure transfer of know how, when applicable.
- Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow of subordinates/ junior staff.
- Support junior staff or direct reports in order to execute their duties according to set policies and processes.
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