OMBUD FOR FINANCIAL SERVICES PROVIDERS (FAIS OMBUD) VACANCIES

​JUNIOR ADJUDICATOR
Pretoria
Job Reference Number: Rec25-08
Department: Case Management
Business Unit:
Industry: Legal
Job Type: Permanent
Positions Available: 1
Salary: Market Related
 
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.
 
Job Description
·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 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 work 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 Conduct legal research.
Ability to operate a personal computer and proficient in the use of MS Office suite of product
 
Job Requirements
·Matric certificate.
·The minimum qualification should be an LLB or BComm Degree or a relevant NQF Level 7 FSCA-approved degree.
·A Post Graduate Diploma in Financial Planning will be an added advantage.
·A minimum of 2 years financial services experience in complaints management.
·An understanding and appreciation of the legal environment in which the FAIS Ombud’s Office operates and an understanding of the FAIS Act, 37 of 2002, and the subordinate legislation.
·  Technical and practical knowledge of financial advisory, FAIS regulatory compliance, the pension funds industry, insurance, and market conduct/TCF regulation.
·  An understanding of financial services legislation - FAIS Act, FSR Act, PFA, LTIA, TCF, PPR, ITA, Insurance Act
·  Background in Short and Long-Term Insurance, Financial Planning, Dispute Resolution
·  Market Conduct, FAIS Regulatory Compliance, Pension Funds
·  Fluent in speaking and writing in English and one of the other official languages
·  Sound writing skills with the ability to express complex concepts.
·  Knowledge of the Microsoft CRM Programme (or similar) will be an advantage.
 
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​CASE ADMINISTRATOR
Pretoria
Job Reference Number: REC25-07
Department: Client Care
Business Unit:
Industry: Call Centre
Job Type: Permanent
Positions Available: 1
Salary: Market Related
 
The Office of the Ombud for Financial Services Providers (FAIS Ombud) was established by the Financial Advisory and Intermediary Services Act, 37 of 2002 (FAIS Act). Its objective is to consider and dispose of complaints in a procedurally fair, informal, economical, and expeditious manner and by reference to what is equitable in all circumstances. The FAIS Ombud office is located in Pretoria.
 
Job Description
To provide administrative and client care support in relation to the effective registration, and processing of all complaints. The person appointed to this position will report to the Case Admin Manager.
 
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 Act or FSOS Act.
• 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 Act and FSOS Act to other relevant entities.
• Liaise with complainants and financial service providers/p

 
Job Requirements
Matric certificate or equivalent, National Diploma (NQF 6) in Business Administration or related fields, minimum 2 – 3 years’ administrative experience in a similar environment. An understanding of the legal environment in which the FAIS Ombud’s Office operates, including a good understanding of the FAIS Act, 37 of 2002 and its subordinate legislation. Knowledge of the Microsoft CRM program (or similar) would be an advantage.
 
The applicant must demonstrate the following skills and attributes: self-motivated, a quick learner and able to operate in a high-performance environment, be computer literate, have good administrative skills and active listening skills, attention to detail, good communication skills, good interpersonal skills, diligent, a self-starter, energetic and a team player, ability to communicate in two or more official languages. The candidate must be mature and able to handle confidential information.
 
The applicant must demonstrate the following skills and attributes: self-motivated, a quick learner and able to operate in a high-performance environment, be computer literate, have good administrative skills and active listening skills, attention to detail, good communication skills, good interpersonal skills, diligent, a self-starter, energetic and a team player, ability to communicate in two or more official languages. The candidate must be mature and able to handle confidential information. 
 
In accordance with the FAIS Ombud’s Recruitment Strategy, preference will be given to candidates from designated groups The FAIS Ombud is an equal opportunity employer, committed to the principles contained in its Employment Equity Policy. Please note that correspondence will only be entered into with short-listed candidates and the FAIS OMBUD reserves the right not to appoint if a suitable candidate is not identified Interested applications can apply for the position at https://faisombudjobs.mcidirecthire.com/ by 20 June 2025.
 
Inquiries may be directed to Ms. Gontse Setseta at 012 762 5000.
 
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