Junior Adjudicator at FAIS Ombud SA

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.

Requirements:

• Matric certificate.
• Bachelor’s degree in law (LLB/BCom).
• Post Graduate Degree in Financial Planning will be an added advantage.
• 1 – 2 years’ experience in financial services and/or customer complaints management, with 1 – 2 years’ experience in legal drafting.
• An understanding and appreciation of the legal environment in which the FAIS Ombud’s Office operates and a thorough understanding of the FAIS Act, 37 of 2002, and the subordinate legislation.
• Ability to make market conduct arguments for the financial services industry, banking industry, insurance industry, investments, forensics, actuarial and audit fields.
• Fluent in speaking and writing in English and one of the other official languages.
• Sound report writing skills with the ability to express complex concepts.
• Knowledge of the Microsoft CRM Programme (or similar) will be an advantage.

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 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 products.