Matome Glenda Rachekhu

Review and Assess Complaints:

• Conducting quality investigations and analysing all relevant evidence whilst ensuring fairness and efficiency.
• Conducting legal research and drafting investigation reports.
• Case management in assessing clients needs, developing and implementing case plans and conflict resolution.

Gather and Evaluate Evidence:

• Collect relevant documentation, witness statements, and other evidence to support the investigation of each complaint.

Ensure Compliance with Legal Frameworks:

• Ensure compliance with the relevant financial regulatory bodies.
• Resolving complaints by means of disputes resolution mechanisms whilst adhering to PAIA and POPIA.
• Engage in settlement negotiations and maintaining high customer satisfaction as well as adherence to service level agreements.
• Identify methods on how to reduce client complaints and improve client retention.
• Drive the overall complaints turnaround time in line with the National Financial Ombud Scheme South Africa and FAIS Ombud while ensuring compliance with the FAIS Act.
• Keep abreast of changes in relevant laws, regulations, and industry standards affecting complaint handling.

Maintain Confidentiality:

• Handle all complaints and related information with strict confidentiality and security.

Conduct Fair and Impartial Investigations:

• Ensure investigations are unbiased, thorough, and compliant with relevant policies and regulations.

Apply Regulatory and Policy Guidelines:

• Ensure all complaints are handled in accordance with applicable laws, regulations, and Company's policy terms and conditions.

Draft Investigation Reports:

• Prepare clear, comprehensive reports detailing findings, conclusions, and recommended actions.

Liaise with Stakeholders:

• Prepare monthly reports and board reports on all complaints received by the department.

Support Continuous Improvement:

• Provide a support function to all areas within the Legal and Life Claims Departments.

Monitor and Track Complaint Cases:

• Overseeing the Company's Market Conduct department complaints investigations.
• Maintain accurate records and ensure timely progression and resolution of each case.

Make decisions:

• Ensure effective communications with clients.
• Clearly explain the decision and reasons to the parties involved.

Maintain Records:

• Keep accurate records of complaints, decisions and investigation report.

Client Consultation:

• Conducting consultation with clients and advise clients on their legal rights, and legal options.

Legal Case Management:

• Applying for motion and trial dates in accordance with the practice directive.
• Interpreting and implementing the legislation.
• Providing comprehensive legal advice to clients and correspondent attorneys.
• Legal Debt Collection and repayment negotiations.

Drafting Legal Documents:

• Drafting combined summons, applications, letters of demand, legal notices, reviewing and drafting contracts.

Legal Research & Analysis:

• Conducting legal research and drafting legal opinion.
• Interpretation of the Pension Fund Act and handling complaints from the Pension Fund Adjudicator.

Negotiation & Settlement:

• Engage in negotiations to resolve disputes amicably when possible and drafting settlement agreements on behalf of clients.

Court Representation:

• Represent clients in court hearings, trials, and arbitration.

Court Representation:

• Court appearances for divorce matters, maintenance matters, default judgment and general litigation matters.
• Trial Preparation and trial attendance with advocates.

Client Communication & Reporting:

• Case management and providing client with regular updates.
• Provide advisory services to clients on complex legal issues.

Legal Research & Analysis:

• Conduct comprehensive legal research on relevant laws, regulations, and precedents to support case strategies.

Drafting Legal Documents:

• Drafting lease contracts and property sale agreement on behalf of clients.
• Reviewing and interpreting contracts.
• Administration and distribution of deceased estates at the Master of the High Court.
• Interpretation of companies and intellectual property commission reports and civil proceedings against different entities.

Communication with clients:

• Communicate with clients, respond to inquiries and provide updates on case progress.

Prepare for court proceedings:

• Serving and filing legal documents at different courts.

Assist with legal research:

• Conduct research on various legal topics, case law and regulations.

Court Representation:

• Drafting legal bill of costs and attending taxation at the Magistrate court.
• Representing clients in the Magistrate court on various litigation matters.

Draft legal documents:

• Legal administration and drafting legal documents such as contracts and pleadings.
• Administration of deceased estates and trusts at the Masters Court.
• Lodging motor vehicle claims with the Road Accident Fund and motor vehicle insurance claims.

Continuing Legal Education:

• Stay updated on legal developments, case law and best court practices relevant to litigation.