Case acceptance & Follow up Lead Specialist

Position Overview

We are seeking a highly skilled and experienced Case Acceptance & Follow-Up Lead Specialist to join our dynamic team. In this pivotal role, you will serve as a key operational leader responsible for ensuring the seamless acceptance, processing, and resolution of case files while maintaining strict adherence to legal regulations and organizational policies. Your expertise will be instrumental in driving efficiency, enhancing compliance, and optimizing case management workflows to deliver exceptional outcomes for taxpayers and stakeholders alike.

Key Responsibilities

The successful candidate will play a critical role in the following areas:

• Case Acceptance & Documentation:
  • Receive, review, and validate case files to ensure compliance with formal registration requirements under applicable legal regulations.
  • Oversee the completion of documentation and statements for submitted cases, ensuring alignment with established policies and procedures.
  • Apply the approved mechanism to calculate case weight, ensuring accurate prioritization and resource allocation.
• Case Follow-Up & Resolution:
  • Monitor and follow up on responses from involved parties, including lawsuit submissions, response lists, and prosecutorial documents, to ensure timely compliance.
  • Receive and log taxpayer and trader complaints through digital channels and physical branches, maintaining a structured tracking system for accountability.
  • Conduct thorough follow-ups to resolve complaints efficiently, engaging with stakeholders to discuss outcomes and ensure closure.
• Performance Analysis & Continuous Improvement:
  • Analyze case management performance metrics and identify trends to derive actionable insights.
  • Develop and recommend strategic improvements and corrective actions to enhance case acceptance rates, reduce resolution times, and elevate overall operational efficiency.
• Organizational Compliance & Support:
  • Ensure strict adherence to all relevant policies, processes, and standard operating procedures to maintain consistency and regulatory compliance.
  • Provide expert-level support to junior team members, assisting in resolving escalated issues and guiding them through complex case scenarios.
  • Escalate unresolved or highly complex issues to senior leadership or designated stakeholders to ensure proper case closure and resolution.
• Team Leadership & Development:
  • Train and mentor junior staff on case acceptance, follow-up procedures, and compliance requirements to foster knowledge transfer and skill development.
  • Provide clear direction, prioritize tasks, and delegate responsibilities effectively to ensure optimal workflow and team productivity.
  • Monitor the performance of direct reports, offering guidance and support to align their work with organizational goals and procedural standards.
• Additional Duties:
  • Perform any other duties as assigned by management to support the department’s objectives and operational excellence.

Qualifications & Competencies

To excel in this role, candidates must meet the following requirements:

• Education: Bachelor’s degree in Legal Studies, Law, or an equivalent field is required.
• Experience: Minimum of 4 years of relevant professional experience in case management, legal operations, or a closely related field.
• Core Competencies:
  • Business Excellence: Proficient in driving operational efficiency and maintaining high standards of quality.
  • Collaboration & Communication: Developing skills in fostering teamwork and conveying information clearly across all levels.
  • Professionalism: Demonstrated ability to uphold ethical standards and maintain a professional demeanor in all interactions.
  • Legislations & Regulations: Proficient understanding of legal frameworks and regulatory requirements governing case management.
  • Coordination & Follow-Up: Advanced capability in managing multiple tasks, tracking progress, and ensuring timely completion.
  • Complaints Management: Proficient in handling and resolving complaints with a focus on customer satisfaction and issue resolution.
  • Results Oriented: Strong commitment to achieving measurable outcomes and driving continuous improvement.
  • Stakeholder Management: Skilled in engaging with internal and external stakeholders to build consensus and facilitate collaboration.
  • Customer Focus: Dedicated to delivering high-quality service and addressing customer needs effectively.
  • Enablement of Change & Innovation: Developing aptitude for identifying opportunities to enhance processes and implement innovative solutions.

This role offers a unique opportunity to contribute to the organization’s mission by ensuring fairness, efficiency, and compliance in case management processes. If you are a detail-oriented professional with a passion for operational excellence and leadership, we invite you to apply and make a meaningful impact in this critical function.