Compliance Officer at Discovery Limited

Key Purpose of the role

The success of Discovery is made possible by our great people. Retail Distribution strives to be the most successful, innovative, trusted and respected Distribution channel in the financial services sector. The Complaints Resolution Officer in Retail Distribution is responsible for Client Complaints against representatives of Discovery Life. This role is also responsible for managing the Retail Distribution Complaints Framework and reporting of complaints. The Complaints Resolution Officer executes the sequence of activities necessary to complete the projects and objectives for Retail Distribution and has accountability for Client complaints.

Key Responsibilities

• Assist management to define, set and manage complaints framework, processes and standards specific to the function;
• Regulatory change management;
• Training and awareness, in conjunction with the training team;
• Assist management with identification and evaluation of exposures/trends and regulatory breaches;
• Keep complaints registers up to date;
• Central point of communication between clients, management, product houses and compliance regarding complaints;
• Assist with reporting, requests and queries;
• Assist business with complaint queries and guidance;
• Ensure that team annual objectives are met;
• Monitor the efficiency and consistency of controls and measures;
• Monitor the efficiency and consistency of oversight arrangements;
• Categorisation and analysis of complaints
• Monitoring of complaints
• Complaints reporting.

Personal Attributes And Skills

• Have an appropriate mix of:
• experience,
• knowledge,
• skill in complaints handling, fair treatment of customers
• the subject matter of complaints concerned and relevant legal and regulatory matters
• Not be subject to a conflict of interests
• Be able to make impartial decisions or recommendations
• Understand the process flow of the entity and its departments;
• Understands business models and risk;
• Writes in a well- structured and logical way;
• Ability to write and review standard operating procedures;
• Ability to investigate and assess merits of complaints and draft detailed, comprehensive responses;
• Strong listening, organisational and communication skills;
• Work independently and as part of a team when required;
• Support management in achievement of team objectives as well as Retail Distribution’s objectives;
• Efficient time management skills, including quick turnaround time on work and adherence to deadlines;
• Attention to detail;
• Focus on implementation and aligning the law to a business model;
• Able to work under pressure;
• Legislative Knowledge and interpretation;
• The ability to think in an Analytical and Conceptual manner.

Qualifications And Experience

• Completed LLB degree (admitted attorney advantageous)
• Post-graduate qualification in compliance management (advantageous)
• At least three to five years’ complaints handling experience within the financial services industry with focus on TCF and FAIS.
• Understanding of the financial services and insurance industry essential.
• RE5 is essential