Case Administrator at FAIS Ombud SA

Requirements

• Matric certificate or equivalent
• National Diploma in Business Administration or related fields. (A legal qualification will be an added advantage)
• Minimum of 1 - 3 years’ experience in a regulatory or compliance-driven environment in the financial services sector.
• Minimum 1 - 3 years’ experience in customer service.
• Experience using customer relationship management (CRM) software.
• An understanding of the legal environment in which the FAIS Ombud’s Office operates, including a good knowledge of the FAIS Act, 37 of 2002, and its subordinate legislation.
• A thorough understanding of the FAIS Ombud’s jurisdiction and the jurisdiction of other Ombuds Schemes. Knowledge of the financial planning environment.

Key Performance Areas:

• Register new complaints.
• Assess whether a complaint falls within jurisdiction in terms of the FAIS Act or the Financial Services Ombuds Scheme Act 37 of 2004 (FSOS).
• Assist and guide complainants in determining whether their complaint falls within the jurisdiction of the FAIS Act.
• Extract the essence of the complaint from available information provided and request additional information where required
• Refer complaints that do not fall within the jurisdiction of the FAIS Act and FSOS Act to other relevant entities.
• Liaise with complainants and financial service providers