Ombudsman Case Specialist at Hollard Insurance

Job Purpose:

• The primary purpose of the job is to receive and investigate complaints received directly from the National Financial Ombudsman (NFO) office and other regulatory bodies (FSCA) and address the allegations in the complaint in a response to the NFO or regulatory body. To receive and investigate complaints received by the Internal Adjudicator Office. This position handles and manages Regulatory, OIA and NFO complaints across Hollard Life Solutions. This requires forward thinking and proactive approaches, resulting in exceptional case handling. 

Required Knowledge and Experience    
Key Responsibilities: 

• Full and accurate investigation of all complaints received via the various Ombudsman bodies and the Internal Adjudicator Office  
• Recommendation to the business to review decisions where it is found that the complaint is valid. 
• Liaising with departmental heads and the Internal Investigator on claims where further medical assistance or investigation is required by case. 
• Management and administration of their NFO and FAIS Ombudsman complaints cases.  
• Maintaining turnaround times as dictated by the NFO, regulatory bodies and internal processes. 
• Identify trends and escalate root causes to the manager  
• Analyse monthly reports for anomalies and present summaries to partners 
• Monthly closures of cases by the 5th of each month.  
• Assisting with special projects when called upon. 

Required Knowledge & Skills:

• Life Insurance Experience of 5 years or more. 
• Experience in handling Ombudsman complaints  
• Industry knowledge 
• Legal knowledge and understanding 
• Operational knowledge of relevant official authorities 
• Broad medical knowledge 
• General business acumen 

Educational Requirements    

• Relevant Diploma/Degree, 
• Certificate in long-term insurance, etc. 

Deadline:15th April,2026