Assistant Internal Arbitrator (Temporary)

About the role

Old Mutual is looking for a temporary Assistant Internal Arbitrator in Johannesburg. The role facilitates and mediates an independent process for disputes that cannot be resolved through the organisation's level 1 and 2 complaints management process, resolving insurance disputes fairly, efficiently and impartially.

Key responsibilities

• Investigate disputes by gathering facts from the claimant and the business, using other sources where needed, so decisions are fair, impartial and aligned with regulatory and legislative requirements.
• Resolve escalated customer queries and provide timely feedback to customers and brokers.
• Conduct root cause analysis of disputes and recommend proactive prevention measures.
• Maintain a professional relationship with the Internal Arbitrator and act as the communication link between the business and the arbitrator.
• Keep abreast of the Ombudsman's thinking on emerging consumer issues and ensure recommendations follow industry practice.
• Manage complaints end to end, prioritising them by agreed criteria, escalating them appropriately and contributing to the complaints reporting and system.
• Apply a Treating Customer Fairly (TCF) approach, comply with policies, procedures and standards, and support continuous improvement.
• Stay up to date with statutory and legislative requirements, advise the business on risk mitigation and share knowledge with colleagues.

Required profile

• Diploma or degree (preferably legal or insurance); Bachelor of Commerce (Law) at NQF Level 5 or higher, or an advanced or occupational certificate of equivalent standing.
• RE5 completed (advantageous).
• At least 3 years of experience handling Ombudsman or complaints cases.
• Strong complaint analysis, investigation and negotiation skills, and good report writing and presentation.

Required skills

• Excellent knowledge of the Policyholder Protection Rules (PPRs) and complaints management requirements for insurers.
• Strong understanding of FAIS legislation, Ombudsman rules and dispute processes.
• Excellent knowledge of Treating Customers Fairly (TCF) principles.
• Ability to perform root cause analysis and identify systemic risks.

The recruitment process includes a TA interview, panel interviews, technical and psychometric assessments, vetting and internal verification, followed by final feedback. Applications close on 2 November 2026.