Case Officer: Complaints Unit

OPFA is seeking to appoint a candidate who is results-driven, passionate about service delivery, thrives under pressure, respects deadlines, and is a team player with high levels of professionalism.

Key Responsibilities:

Complaint Intake & Support

• Identify and correctly record parties to a complaint.
• Assist new complainants (walk-in and email) with lodging complaints and collecting required documentation.
• Provide guidance and support via telephone calls and correspondence.
• Engage with parties regarding administrative aspects of files and investigations.

Documentation & Correspondence

• Draft reformulation letters, requests for further particulars, Out of Jurisdiction (OJ), and settlement letters.
• Send correspondence requesting information to correct addresses and ensure timely responses.
• Receive and save replies on the case management system.
• Issue closure letters within required timelines and raise matters for closure after deadlines lapse.
• Obtain and upload proof of service for record purposes.
• Request Reply Letters from complainants and confirmation of settlements from parties.

Case Management & Reporting

• Check accuracy of data loaded on the system and update as required.
• Conduct research to track contact details of parties.
• Refer informal complaints to parties within 48 hours and escalate to Head: NCU/NCU AA within 2 days after deadlines lapse or upon receipt of responses.
• Peruse responses and advise Head: NCU/NCU AA if further information is required.
• Bring requests from parties to the attention of Head: NCU/NCU AA promptly.
• Request all necessary investigation reports.
• Submit weekly active statistics.

Professional Conduct

• Implement instructions from Head: NCU and NCU AA.
• Be customer-focused and respond timeously to complaints, ensuring resolution.
• Communicate clearly and professionally in all interactions with complainants and staff.
• Follow up on undertakings to respond.

Candidates who do not meet the minimum requirements will not be considered and, therefore, need not apply.