Case Officer: New Complaints Unit

Office of the Pension Funds Adjudicator; Pretoria; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A regulatory authority in Gauteng is seeking a results-driven candidate for an administrative role. The successful applicant will assist complainants, manage documentation, and ensure resolution of complaints while communicating professionally. An LLB degree and experience in administration or an ombud office are essential, with additional preference for candidates with previous financial sector experience. Applications close on 3 February 2026.

Qualifications

• 3 years’ experience in administrative function or 12 months in an ombud office.
• Previous work experience in the financial sector is an added advantage.

Responsibilities

• Identify and correctly record parties to a complaint.
• Assist new complainants with lodging complaints.
• Provide guidance and support via phone and correspondence.
• Draft various legal correspondence and manage documentation.
• Check data accuracy on the case management system.

Skills

Computer Literacy (MS Word, Excel, MS Outlook)

Strong communication and interpersonal skills

Good writing skills

Self‑motivated

Attention to detail

Customer‑focused approach

Research and analytical skills

Education

LLB degree

Certificate in Pension Funds law

Job description

OPFA is seeking to appoint a candidate who is results-driven, passionate about service delivery, thrives under pressure, respects deadlines, and is a team player with high levels of professionalism.

Key Responsibilities:

Complaint Intake & Support

• Identify and correctly record parties to a complaint.
• Assist new complainants (walk-in and email) with lodging complaints and collecting required documentation.
• Provide guidance and support via telephone calls and correspondence.
• Engage with parties regarding administrative aspects of files and investigations.

Documentation & Correspondence

• Draft reformulation letters, requests for further particulars, Out of Jurisdiction (OJ), and settlement letters.
• Send correspondence requesting information to correct addresses and ensure timely responses.
• Receive and save replies on the case management system.
• Issue closure letters within required timelines and raise matters for closure after deadlines lapse.
• Obtain and upload proof of service for record purposes.
• Request Reply Letters from complainants and confirmation of settlements from parties.

Case Management & Reporting

• Check accuracy of data loaded on the system and update as required.
• Conduct research to track contact details of parties.
• Refer informal complaints to parties within 48 hours and elevate to Head: NCU/NCU AA within 2 days after deadlines lapse or upon receipt of responses.
• Peruse responses and advise Head: NCU/NCU AA if further information is required.
• Bring requests from parties to the attention of Head: NCU/NCU AA promptly.
• Request all necessary investigation reports.
• Submit weekly active statistics.

Professional Conduct

• Implement instructions from Head: NCU and NCU AA.
• Be customer-focused and respond timeously to complaints, ensuring resolution.
• Communicate clearly and professionally in all interactions with complainants and staff.
• Follow up on undertakings to respond.

Candidates who do not meet the minimum requirements will not be considered and, therefore, need not apply.

Qualifications and Experience:

• LLB degree
• Certificate in Pension Funds law (Added advantage).
• 3 years’ experience in administrative function or 12 months in an ombud office.
• Previous work experience in the financial sector (Added advantage).

Minimum Requirements and Key Competencies:

• Computer Literacy (MS Word, Excel, MS Outlook)

• Strong communication and interpersonal skills
• Good writing skills with the ability to express complex concepts
• Self‑motivated
• Ability to manage multiple tasks under strict timelines
• ResilientAttention to detail and accuracy in documentation.
• Customer‑focused approach with professionalism in daily interactions

• Research and analytical skills for tracking and verifying information
• Ability to analyse, interpret, solve problems, and make legal arguments to reach a conclusion
• Ability to make investigative decisions in the resolution of complaints

Closing date for applications is 3 February 2026.

The OPFA is an equal opportunity employer and as such, preference will be given to candidates from the designated groups in accordance with the organisation’s employment equity plan. People living with disabilities are strongly encouraged to apply.

The OPFA reserves the right not to make an appointment. If you do not receive any response within 3 weeks of the closing date, please accept that your application has been unsuccessful. Regret correspondence will only be sent to interviewed candidates.

In accordance with the POPI Act 4 of 2013: All candidate personal information is treated with confidentiality and the highest level of security. Should you not be shortlisted for the vacancy that you have applied for, OPFA will retain your information on our candidate database for a period of 6 months, in the event that you may meet the criteria of a future suitable position which may match your profile and which we will contact you directly for your authorization to proceed with your application. Should you wish to no longer be listed with us, we will proceed to remove your personal information from our database with your instruction, in accordance with the POPIA guidelines.