Senior Case Administrator (Re-advertisement) at FAIS Ombud SA

Job Description

• To provide comprehensive support in registering, managing, processing, and summarily resolving complaints received by the Office of the Ombud for Financial and Intermediary Services via the Client Care Centre. To drive the referral, disposal, or acknowledgement of complaints received through liaising with complainants and, if applicable, other relevant stakeholders to gather pertinent information, establishing jurisdictional requirements, ensuring compliance with FAIS Act requirements, and maintaining accurate case records within a target-driven environment.
• The role involves supervising Assistant Case Administrators and Graduates to ensure the accurate intake, documentation, and progression of complaints received in a procedurally fair, informal, economical, and expeditious manner.

Job Requirements

•  Matric certificate or equivalent.
•  Degree (NQF 7) in Business Administration or related fields.
•  Minimum of 5+ years' experience in a regulatory or compliance-driven environment in the financial services sector.
•  Minimum of 5+ years in supervising or managing a team.
•  Minimum 5+ 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.
•  A solid understanding of relevant procedures and processes for efficient case administration.
•  Excellent administrative skills.
•  Computer literacy and proficiency in Microsoft Word, PowerPoint, Outlook, and Excel.
•  Attention to detail.
•  Bilingual in at least two additional languages.

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 whether their complaint falls within the jurisdiction of the FAIS Ombud.
• 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 Ombud to other relevant entities.
• Reallocate complaints that fall within the FAIS Ombud Jurisdiction to Case Management for further investigation.
• Liaise with complainants and financial service providers
• Team Supervision.