Job Description

Hello Future, Legal Advisor,

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of the people that make it happen.

As part of our team in FR Life Assurance, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Join FNB Life's Regulatory Complaints team and play a key role in resolving complex insurance disputes referred by external bodies such as the National Financial Ombud (NFO) and FAIS Ombud.

In addition, you will be required to assist with high-priority complaints involving legal or reputational risk, provide first-line legal and regulatory support to operational teams, engage with regulators and business stakeholders, and help drive fair customer outcomes while strengthening complaint-handling practices, governance frameworks, and regulatory compliance across the business

Are you someone who can:

• Investigate and manage complex regulatory and Ombud complaints from initial assessment through to resolution.
• Draft and review high-quality submissions, legal arguments, policies, frameworks, and responses for regulators, Ombuds, and internal stakeholders.
• Provide first-line legal and regulatory support to operational teams on insurance disputes, policy interpretation, claims decisions, conduct risk, and related regulatory matters.
• Engage with business units, claims, underwriting, servicing, risk, and compliance teams to gather information and support fair customer outcomes.
• Identify complaint trends, root causes, and emerging conduct risks, compile management reporting, and recommend improvements to processes, controls, and customer outcomes.
• Represent FNB Life in engagements with Ombuds, regulators, and alternative dispute resolution forums where required.
• Contribute to legal and regulatory knowledge sharing, training, and the ongoing enhancement of complaint-handling frameworks and governance practices.

You will be an ideal candidate if you have:

• Relevant tertiary qualification (LLB, BCom Law, or similar qualification).
• 8-10 years’ experience in insurance dispute resolution, complaints management, or a related insurance operational environment.
• Experience dealing with Ombud complaints, regulatory investigations, or insurance related disputes.
• Management experience with ability to coordinate teams will be advantageous.
• Experience with FNB Life systems and processes will be advantageous.

What We are Looking For

• Strong investigative, analytical, and problem-solving skills.
• Excellent written communication and drafting ability.
• Sound understanding of insurance, regulatory complaints, and customer conduct principles.
• Ability to manage complex matters independently and manage multiple cases and/or projects while working effectively with stakeholders across the business.
• Strong judgement, attention to detail, and ability to operate in a high-accountability environment.

You will have access to: 

• Opportunities to network and collaborate
• A challenging yet growth enabling environment
• Opportunities to innovate

We can be a match if you are: 

• Adaptable and curious
• Analyse and map out end to end processes 
• Be an independent worker and be able to work with a broad range of stakeholders 
• Thrive in a collaborative environment

Apply now if you are interested in taking the next step. We look forward to engaging with you!

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties. 

#post

#fnb

#LI-AW1

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.