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.

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.

Job Requirements

• 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.