Qualifications and Experience:

• LLB degree
• Certificate in Pension Funds law (Added advantage).
• Three years’ experience in administrative function or twelve months in a similar position within an ombud office.
• Previous work experience in the financial sector (Added advantage).

 Minimum Requirements and Key Competencies:

• Computer Literacy (MS Word, Excel, MS Outlook).
• Communication skills.
• Listening skills (verbal and written).
• Self-motivated.
• Planning and organising.
• Resilience.
• Ability to analyse, interpret, solve problems, and making of legal arguments to reach a conclusion.
• Good writing skills with the ability to express complex concepts.
• Ability to make investigative decisions in the resolution of complaints.

Requirements

Responsibilities:

• Assess jurisdiction of OPFA to investigate a complaint.
• Conduct proper investigation of complaints in accordance with legal principles and prepare file for adjudication.
• Ensure that the parties to a complaint are properly identified and cited in correspondence.
• Send out properly drafted correspondence.
• Request relevant information from the identified parties to a complaint for purposes of investigation.
• Assess submissions from the parties to a complaint and recommend further action to the Team Leader.
• Implements instructions received from the Team Leader.
• Bring extraordinary requests from parties to the attention of the Team Leader for guidance as soon as is received.
• Engage with parties to a complaint in relation to the administrative aspects of the file/investigation.
• Draft settlement and out of jurisdiction letters for approval by the Team Leader.
• Follow up on undertakings to respond.
• Maintain a proper record of all complaints allocated including a record of all correspondence relating to a complaint, proof of service, telephone calls, emails, etc.
• Ensure all information is captured and processed on the OPFA case management system.
• Submit weekly and monthly statistics to the Team Leader.