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.