Senior Adjudicator

SUMMARY:
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POSITION INFO:

Role: Senior Adjudicator

Location: Pretoria

Job Purpose
To oversee the resolution of complaints lodged with the company against financial services providers. This role requires operating within a target-driven environment to ensure complaints are resolved in a manner that is procedurally fair, informal, economical, and expeditious manner.

Requirements:

• Matric certificate.
• Minimum qualification should be an LLB or BCom Degree or a relevant NQF Level 7 FSCA-approved degree.
• A Certified Financial Planning (CFP) Qualification.
• Minimum of 5 years’ experience within the financial services industry, of which at least three must have been in a managerial capacity.
• A thorough understanding and appreciation of the legal environment in which the Office operates, including a thorough understanding of the FAIS Act, 37 of 2002 and its 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
• Strong Background in Short and Long-Term Insurance, Financial Planning, and Dispute Resolution.
• Market Conduct, and FAIS Regulatory Compliance.
• Understanding of general and technical financial product knowledge.
• Knowledge of the Microsoft CRM Programme or similar.
• Exceptional Drafting, Communication and Interpersonal Skills
• Strong Time Management and Planning Skills

Key Performance Areas:

• Ensure complaints allocated to the relevant Junior Adjudicators and Adjudicators are considered and disposed of in a procedurally fair, informal, economical, and expeditious manner.
• Manage the performance of staff.
• Collect, interpret statistics, and provide reports as and when required.
• Identify trends in complaints received.
• Mediate/conciliate in complex matters and, where necessary, provide guidance to the Case Management team.
• Lead investigations into complex cases and, where necessary, provide guidance to the Case Management Team.
• Research various areas of the law applicable and provide sound legal advice.
• Undertake all job training, mentorship, and support to ensure that the staff are fully knowledgeable about complaint resolution, financial services, and associated business processes.
• Coach, support, and guide the team pertaining to all aspects of daily operations within the Case Management environment.
• Attend internal and external meetings, prepare presentations, and interact with the media on behalf of the company.
• Various other duties as may be determined by the Manager: Dispute Resolution .