Job Description

Analyse complaints with various levels of complexity, draw correct legal conclusions and establish a clear and focused direction in the resolution of complaints.
Consider the facts and arguments presented by all parties to the dispute, contractual provisions, relevant law, equity, and fairness.
Provide high-quality written recommendations with reasons for the complaint outcomes.
Submit draft recommendations to the Senior Adjudicator within set timelines to resolve complaints.
Liaise directly with various internal and external stakeholders in the pursuit of resolving complaints.
Research various areas of the law applicable to the FAIS Ombud and provide sound legal options.
Attending internal and external meetings, preparing presentations, and interacting with the media on behalf of FAIS Ombud.
Manage caseload in an efficient and timely manner with a clear customer focus on achieving fair outcomes.
Various other official duties as may be determined from time to time by the FAIS Ombud.
Other Key Competencies:
Understanding and appreciation of the legal environment in which the FAIS Ombud's Office operates.
Committed to achieving predetermined performance objectives and work within a high-performance team.
Ability to mediate/conciliate complaints received from consumers of financial services.
Appreciation for public service and alternative dispute resolution.
Demonstrate an aptitude for customer service and conflict management.
Ability Conduct legal research.
Ability to operate a personal computer and proficient in the use of MS Office suite of product
Matric certificate.
The minimum qualification should be an LLB or BComm Degree or a relevant NQF Level 7 FSCA-approved degree.
A Post Graduate Diploma in Financial Planning will be an added advantage.
A minimum of 2 years financial services experience in complaints management.
An understanding and appreciation of the legal environment in which the FAIS Ombud's Office operates and an understanding of the FAIS Act, 37 of 2002, and the subordinate legislation.
Technical and practical knowledge of financial advisory, FAIS regulatory compliance, the pension funds industry, insurance, and market conduct/TCF regulation.
An understanding of financial services legislation - FAIS Act, FSR Act, PFA, LTIA, TCF, PPR, ITA, Insurance Act
Background in Short and Long-Term Insurance, Financial Planning, Dispute Resolution
Market Conduct, FAIS Regulatory Compliance, Pension Funds
Fluent in speaking and writing in English and one of the other official languages
Sound writing skills with the ability to express complex concepts.
Knowledge of the Microsoft CRM Programme (or similar) will be an advantage.