Junior Adjudicator

Fais Ombud; Pretoria; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A financial services resolution office in Pretoria seeks a professional to drive the resolution of complaints against service providers. Responsibilities include legal analysis, stakeholder engagement, and preparing recommendations. Ideal candidates will demonstrate strong analytical and customer service skills, coupled with the ability to navigate complex legal frameworks in a high-performance environment.

Qualifications

• Strong understanding of the legal environment pertinent to financial services.
• Ability to analyse complex complaints.
• Commitment to high-performance objectives.

Responsibilities

• Drive resolution of public complaints against financial service providers.
• Prepare high-quality written recommendations for complaint outcomes.
• Liaise with stakeholders to resolve disputes.

Skills

Analytical skills

Legal research

Customer service

Conflict management

Mediation/conciliation

Tools

MS Office Suite

Job description

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.