Assistant Internal Arbitrator page is loaded Assistant Internal Arbitrator Apply locations Cape Town posted on Posted Today job requisition id JR-54446 Let's Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job Description Independent and impartial dispute resolution of escalated Old Mutual customer complaints based on merit considerations and TCF principles. The role reports to Old Mutual’s Internal Arbitrator. Information Analysis and Adjudication Consider the facts and arguments presented by all parties to the dispute, contractual provisions, relevant law, equity, and fairness. Exercise clear judgment when making recommendations to the business and customer for the resolution of complaints. Provide high-quality written recommendations with reasons for the complaint outcomes. Operational Efficiency Collaborate and work with the Complaints team to deliver required service levels, quality of complaints handling, and dispute resolution. Operates and liaises with internal and external stakeholders; including the National Financial Ombudsman, FAIS Ombudsman, and Pension Funds Adjudicator. Identifies and reports on emerging complaint trends, root causes and systemic issues that pose financial, reputational and/or regulatory risk to the company. Makes recommendations to the business with proactive solutions to mitigate risks across processes and systems to drive an efficient customer-centric arbitration model and value-adding change. Coaches and develops staff in area of expertise. Personal Effectiveness Accepts and lives the company values. Accountable for service delivery through own efforts. Collaborates effectively with others to achieve personal results. Individually accountable for managing own time, tasks, and output quality for periods of 1 to 3 months. Makes increased contributions by broadening individual skills. Requirements: Skills, Qualifications and Experience required Matric LLB degree +3 years’ relevant experience, preferably in the long-term insurance industry and/or customer complaints management. Insurance process and product knowledge advantageous. Must be fluent in speaking and writing in English and one of the other official languages. Ability to manage a caseload in an efficient and timely manner with a clear customer focus on achieving fair outcomes. Skills Education Closing Date 28 May 2024 The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question. Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19. All prospective employees are required to disclose their vaccination status as part of the recruitment process. Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so. The Old Mutual Story! About Us Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending. We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience. #J-18808-Ljbffr