Case Management Associate - Amman

As a Case Management Associate in a Regional Service Centre, you will contribute to this by being a part of a dedicated case management team acting to support your case manager colleagues and their assigned customers ensuring that both colleagues and clients receive superior customer service and assistance with all parts of the Assisted Passage service and regional operations

You will ensure effective administrative support is provided to your colleagues including working directly with clients to support the management of services.

In all your interactions with our customers, you will need to demonstrate awareness of the political, social, religious, and humanitarian considerations that impact them and their host locations.

This role is an entry-level position in the Assisted Passage Portfolio, and we strive to graduate Case Management Associates to Case Manager roles.

Primary Accountabilities

The primary accountabilities of the job are:

• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Communication Effectiveness: Constructs verbal and written communication concisely, and appropriately for the audience, acquiring positive responses and outcomes.
• Flexibility and Adaptability: Maintains effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
• Learning Agility: Assimilates and applies new job-related information in a timely manner.
• Situational Judgement: Ability to identify and take the most appropriate action in workplace situations that generate positive outcomes.
• Accountability: Holds self and others accountable to meet commitments.
• Policy Compliance: Adherence to policies and procedures.

Primary Responsibilities and Decisions

The primary responsibilities and decisions reside in these areas: 

• Support Case Managers with administrative tasks as part of end-to-end case management.
• Communicate through phone calls with clients or approved advocates to ensure the service delivery component is understood. 
• Proactive competent administration of service appointments, subcontractor activations, Global Operations Centre in Sydney reporting requirements and file administration using our Online Platform, including accurate and timely data entry.
• An awareness and consideration of the political, religious, ethnic, and social sensitivities and factors that apply to customers and their host countries.
• Work in close collaboration with Case Managers at the GOC in Sydney to ensure the services are in line with policy and procedures.
• Support the activation and coordination of all application 3rd Party suppliers and vendors who provide the services to customers.

Skills

Knowledge/Experience:

• Minimum 1 year experience in case management, program monitoring and evaluation, customer service, or in a similar administrative role.
• Experience in medium to large-sized organizations that deliver comparable services (e.g., Aid, Refugee Services) is preferable.
• Minimum 1-year experience in a well-known ERP / Accounting / HR software such as SAP, Oracle, Microsoft Dynamics, or other.
• Microsoft suite of products including Outlook, Excel, and Word.
• The ability to learn how to use Toll’s Online Platform and other tools.
• Fluency (oral & written) in English and Arabic is a prerequisite, other languages such as Urdu, Pashtu, Dari, Farsi, and/or Kurdish are preferable.

Qualifications

· A bachelor’s degree from an accredited university is a must.

Eligibility

·      Rights to work in Jordan is a must.

Essential attributes

• A desire to service the customer and to put their needs first.
• Excellent communicator who flourishes in a fast-paced environment.
• Be exceptionally well organized and methodical in approach to service delivery.
• Ability to sustain high levels of customer service and productivity when under pressure from clients and customers.
• High attention to detail and the ability to meet deadlines within a time-pressured environment.
• A positive attitude and appetite to learn.
• Interpersonal skills and ability to work within a team.
• Commitment to company policies, values, and culture.