Specialist Analyst - Query Resolution Business Centre Department at FSCA South Africa

Purpose of the Job:

• To assist the department in handling complaints and queries from multiple sources, redirect complaints to external stakeholders, regulatory authorities and internal FSCA divisions in accordance with relevant protocols and management of the debarment register. The person appointed to this position will report to the Manager.

Key Performance Areas:

• Assess and investigate complaints and queries received by the Department;
• Attend to unclaimed benefit enquiries;
• Refer matters that do not fall within the scope of the FSCA to external stakeholders;
• Refer matters that fall within the scope of the FSCA to relevant internal stakeholders;
• Identify, analyse and report trends in respect of the complaints and queries received by the Department;
• Engage with internal and external stakeholders with regards to the activities of the Department;
• Engage with relevant internal and external stakeholders to facilitate the closure of various matters;
• Assist the Department with ad hoc projects including the Unclaimed Benefits Outreach programme; and
• Attend to administrative responsibilities of the Department as directed by the management team.

Other Key Competencies:

• The candidate must demonstrate the following skills and attributes: A high level of judgement and a confident and decisive approach, attention to detail, problem analysis, information gathering, communication skills (verbal and written), good interpersonal skills and emotional intelligence, customer relations, persuasiveness skills, sense of urgency and ability to work under pressure.

Requirements

• Bachelor’s Degree in Law or Commerce with at least  5  years’  relevant  experience  of  financial  service industry or compliance management.
• A good understanding of the overall mandate of the FSCA and the various financial sector laws is required.