The Ombud for Financial Services Providers (FAIS Ombud) invites suitably qualified and experienced professionals to apply for the re-advertised Senior Case Administrator position. This permanent opportunity is ideal for candidates with strong regulatory, compliance, and customer service experience within the financial services environment who are committed to fair and efficient complaint resolution.
Vacancy Overview
| Details | Information |
|---|---|
| Employer: | Ombud for Financial Services Providers (FAIS Ombud) |
| Position: | Senior Case Administrator (Re-advertisement) |
| Job Reference Number: | REC26-01 |
| Department: | Client Care |
| Job Type: | Permanent |
| Location: | Pretoria, Gauteng, South Africa |
| Salary: | Market Related |
| Closing Date: | 23 January 2026 |
Senior Case Administrator
Job Purpose
To provide comprehensive support in the registration, management, processing, and resolution of complaints received by the FAIS Ombud through the Client Care Centre. The role ensures that complaints are handled in a procedurally fair, informal, economical, and expeditious manner in line with the Financial Advisory and Intermediary Services Act, 37 of 2002 (FAIS Act). The position also involves supervising Assistant Case Administrators and Graduates.
Minimum Requirements
- Matric certificate or equivalent
- Degree (NQF Level 7) in Business Administration or a related field
- Minimum of 5 years’ experience in a regulatory or compliance-driven financial services environment
- Minimum of 5 years’ experience in supervising or managing staff
- At least 5 years’ customer service experience
- Experience using Customer Relationship Management (CRM) systems
- Strong understanding of the FAIS Act, 37 of 2002, and subordinate legislation
- Knowledge of the jurisdiction of the FAIS Ombud and other Ombud schemes
- Computer literacy with proficiency in MS Word, Excel, Outlook, and PowerPoint
- Bilingual in at least two additional official languages
Key Performance Areas
- Register and assess new complaints
- Determine jurisdiction in terms of the FAIS Act and FSOS Act, 37 of 2004
- Guide complainants on jurisdictional matters
- Extract and analyse complaint information and request additional details where required
- Refer complaints outside FAIS Ombud jurisdiction to relevant entities
- Allocate complaints within jurisdiction for further case management
- Liaise with complainants and financial service providers
- Supervise and support Client Care team members
Competencies and Attributes
- Excellent administrative and organisational skills
- High attention to detail and confidentiality
- Strong verbal and written communication skills
- Active listening and interpersonal skills
- Ability to work in a high-performance, target-driven environment
- Professional, mature, and ethical conduct
Preference will be given to Black female and Black male candidates, as well as persons with disabilities, in line with Employment Equity targets.
How to Apply
Applications must be submitted online.
To apply and for more details, visit the Ombud for Financial Services Providers official recruitment portal:
https://faisombudjobs.mcidirecthire.com/
Enquiries:
Ms Faith Shogole – Tel: 012 762 5000
Important Notes
- Correspondence will only be conducted with shortlisted candidates.
- The FAIS Ombud reserves the right not to appoint if a suitable candidate is not identified.
- If no response is received after the closing date, please regard the application as unsuccessful.