Job Description

Job Purpose
To drive the resolution of complaints received by the FAIS Ombud within a target driven environment on complaints received by the public against financial service providers and to move same towards a resolution in a procedurally fair, informal, economical, and expeditious manner.
Key Performance Areas:

• 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 the 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 working 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 to conduct legal research.
• Ability to operate a personal computer and proficient in the use of the MS Office suite of products.

• Matric certificate.
• The minimum qualification should be an LLB or BCom 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 of 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, and 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.

In accordance with the FAIS Ombud's Recruitment Strategy, preference will be given to candidates from designated groups. Please note that correspondence will only be entered into with shortlisted candidates, and FAIS OMBUD reserves the right not to appoint if a suitable candidate is not identified.
Recommended candidates will be required to undergo a comprehensive background check, which may include security screening, psychometric testing, and verification of credentials.
FAIS OMBUD is an equal opportunity employer, committed to the principles contained in its Employment Equity Policy.
Interested applicants can apply for the position at https://faisombudjobs.mcidirecthire.com/ by 24 October 2025. Inquiries may be directed to Ms. Livhuwani Thavhanyedza at 012 762 5000.

Skills Required