Case Officer

The OPFA is seeking to appoint candidates who are results-driven, passionate about service delivery, able to thrive under pressure, respectful of deadlines, and team players with high levels of professionalism and integrity.

Responsibilities:

• Assess jurisdiction of OPFA to investigate a complaint.
• Conduct proper investigation of complaints in accordance with legal principles and prepare file for adjudication.
• Ensure that the parties to a complaint are properly identified and cited in correspondence.
• Send out properly drafted correspondence.
• Request relevant information from the identified parties to a complaint for purposes of investigation.
• Assess submissions from the parties to a complaint and recommend further action to the Team Leader.
• Implements instructions received from the Team Leader.
• Bring extraordinary requests from parties to the attention of the Team Leader for guidance as soon as is received.
• Engage with parties to a complaint in relation to the administrative aspects of the file/investigation.
• Draft settlement and out of jurisdiction letters for approval by the Team Leader.
• Follow up on undertakings to respond.
• Maintain a proper record of all complaints allocated including a record of all correspondence relating to a complaint, proof of service, telephone calls, emails, etc.
• Ensure all information is captured and processed on the OPFA case management system.
• Submit weekly and monthly statistics to the Team Leader.

Key Competencies:

• Computer Literacy (MS Word, Excel, MS Outlook).
• Communication skills.
• Listening skills (verbal and written).
• Self-motivated.
• Planning and organising.
• Resilience.
• Ability to analyse, interpret, solve problems, and making of legal arguments to reach a conclusion.
• Good writing skills with the ability to express complex concepts.
• Ability to make investigative decisions in the resolution of complaints.

• LLB degree
• Certificate in Pension Funds law (Added advantage).
• Three years’ experience in administrative function or twelve months in an ombud office.
• Previous work experience in the financial sector (Added advantage).

How to apply:

• Interested candidates must:
• Visit our website on: https://www.pfa.org.za/vacancies 
• Attach a comprehensive resume, qualifications and all other relevant documents
• Closing date:
  • 29 May 2026

The OPFA is an equal opportunity organisation that promotes diversity and inclusion, and persons living with disabilities are strongly encouraged to apply.

The OPFA reserves the right not to make an appointment. If you do not receive any response within 3 months of the closing date, please accept that your application has been unsuccessful. Regret correspondence will only be sent to interviewed candidates. All costs associated with the application will be borne by the applicant. Late applications will not be considered.

In accordance with the Protection of Personal Information Act (POPIA) 4 of 2013:

All candidate personal information is treated with confidentiality and the highest level of security.  Should you not be shortlisted for the vacancy that you have applied for, OPFA will retain your information on our candidate database for a period of 12 months, in the event that you may meet the criteria of a future suitable position which may match your profile and which we will contact you directly for your authorisation to proceed with your application.  Should you wish to no longer be listed with us, we will proceed to remove your personal information from our database with your instruction, in accordance with the POPIA guidelines.