FAIS Supervisor – Call Centre

The FAIS Supervisor is responsible for supporting the Key Individual (KI) in overseeing the compliance of external agents, quality assurance agents and call centre agents with the requirements of the Financial Advisory and Intermediary Services Act (FAIS) and other applicable regulatory standards.

The role focuses on monitoring sales practices, assessing agent competency, identifying potential compliance risks and ensuring that agents operate ethically and within the required regulatory framework. The FAIS Supervisor will work closely with the KI, Head of Legal and Compliance and Quality Assurance team to provide accurate monitoring information, feedback and recommendations.

The position also has a development component, with the employer indicating that the successful candidate will receive mentorship and training with the potential to progress towards a future Key Individual role.

Who Should Apply?

This opportunity is aimed at candidates with experience in the long-term insurance industry, particularly those who have worked in compliance, supervision or regulatory oversight.

The employer requires 3+ years of relevant industry experience and indicates that experience assessing and monitoring sales performance against compliance standards is important.

Candidates with call centre experience may be considered favourably, although the employer states that this experience is preferred rather than required.

Applicants should have a minimum NQF Level 5 qualification recognised by the FSCA.

Knowledge of FAIS requirements and applicable financial services regulations is important. RE1 / RE5 regulatory examinations and additional FAIS or compliance certifications are described as beneficial or highly advantageous.

The role also requires the ability to speak and understand multiple languages.

The successful candidate may be responsible for the following:

Regulatory Compliance Oversight

• FAIS Compliance: Monitor call centre and sales agents to ensure their activities comply with FAIS and other applicable regulatory requirements.
• Sales Practice Reviews: Review agent activities and sales interactions to identify potential breaches, misrepresentation or other compliance concerns.
• Ethical Sales: Help ensure that agents conduct sales activities within legal and ethical standards.

Competency Assessments

• Supervision Plans: Develop supervision plans for agents who require supervision.
• Monthly Assessments: Conduct monthly competency evaluations to assess whether agents are meeting FAIS requirements and demonstrating appropriate sales practices.
• Gap Identification: Identify competency and compliance gaps that require further development or intervention.

Sales Activity Monitoring

• Sales Reviews: Review samples of sales calls and transactions to assess compliance.
• Mis-selling Prevention: Identify potential misrepresentation or mis-selling risks.
• Regulatory Standards: Evaluate whether agents are meeting applicable legal and ethical sales requirements.

Reporting and Feedback

• Compliance Reporting: Prepare detailed reports for the Key Individual covering assessment results and agent performance.
• Recommendations: Provide recommendations for additional training, corrective action and process improvements.
• Performance Feedback: Communicate relevant compliance findings and feedback to the appropriate stakeholders.

Communication with Agents

• Constructive Feedback: Provide agents with clear feedback on areas requiring improvement.
• Performance Expectations: Reinforce compliance standards and communicate expectations clearly.
• Stakeholder Communication: Engage with agents, team leaders and supervisors regarding compliance and performance matters.

Agent Development and Training

• Coaching: Work with agents to identify competency gaps and provide coaching.
• Development: Assist agents in developing the knowledge and competency required to operate independently.
• Training Support: Support ongoing development activities related to compliance and regulatory requirements.

Documentation and Record Keeping

• Compliance Records: Maintain accurate and up-to-date records of assessments, evaluations and feedback sessions.
• Audit Documentation: Ensure relevant documentation is available for compliance reviews and audits.
• Issue Tracking: Maintain appropriate records relating to identified compliance concerns and actions taken.

Risk Mitigation

• Risk Identification: Identify potential compliance and regulatory risks within sales activities.
• Corrective Actions: Recommend appropriate corrective actions to minimise regulatory and legal exposure.
• KI Support: Assist the Key Individual in addressing compliance concerns and maintaining appropriate regulatory oversight.

Applicants should meet the following requirements:

Qualifications

• Minimum NQF Level 5 qualification recognised by the FSCA.
• RE1 / RE5 regulatory examinations are beneficial.
• FAIS-specific training, additional FAIS qualifications or compliance certifications are highly advantageous.

Experience

• Minimum 3+ years' experience in the long-term insurance industry.
• Experience should ideally include compliance, supervision or regulatory oversight.
• Proven experience assessing and monitoring sales performance against compliance and regulatory requirements.
• Experience providing coaching, feedback and performance improvement support to agents.
• Call centre experience is preferred but not required.

Skills and Knowledge

• Strong understanding of FAIS and financial services compliance requirements.
• Knowledge of applicable regulatory requirements within the long-term insurance environment.
• Ability to review sales processes and identify potential compliance concerns.
• Ability to analyse sales activity and make practical recommendations.
• Strong proficiency in Microsoft Office, particularly Excel and Word.
• Ability to prepare detailed compliance reports and maintain accurate documentation.
• Ability to communicate compliance requirements clearly to agents and other stakeholders.
• Ability to speak and understand multiple languages.

Personal Attributes

• Strong integrity and commitment to ethical conduct.
• Meticulous attention to detail.
• Strong verbal and written communication skills.
• Ability to provide constructive feedback.
• Leadership, mentoring and coaching capability.
• Ability to identify compliance risks and respond appropriately.
• Adaptability when regulations, processes and business requirements change.

What You Should Prepare Before Applying

Applicants should prepare the relevant information and supporting documents required by the employer. These may include:

• An updated CV clearly showing your long-term insurance experience.
• Details of compliance, supervision or regulatory oversight experience.
• Evidence of relevant NQF Level 5 or higher qualifications where requested.
• Details of FAIS-related training and certifications.
• RE1 / RE5 examination information, if applicable.
• Examples of experience monitoring sales activity, conducting assessments or coaching agents.
• Information about languages you can speak and understand.
• Accurate contact details and any other documentation requested during the application process.

Applicants should not assume that every document listed above is mandatory unless it is specifically requested by the employer.

What You Could Expect

The role provides practical exposure to FAIS supervision, regulatory compliance, sales monitoring and agent competency assessment within a long-term insurance environment.

The successful candidate will work closely with the Key Individual and Head of Legal and Compliance while supporting the monitoring and development of agents.

The employer also highlights ongoing mentorship and training, with a potential development pathway towards a future Key Individual role. This provides exposure to compliance leadership and regulatory oversight responsibilities.

The role involves reviewing sales activities, assessing competency, preparing compliance reports, providing feedback and identifying areas where agents require further development.

Benefits and Workplace Offerings

The employer highlights the following development opportunities:

• A potential career development path towards a future Key Individual role.
• Opportunity to work closely with the Key Individual and Head of Legal and Compliance.
• Hands-on exposure to compliance leadership and regulatory oversight.
• Ongoing mentorship and training in regulatory compliance.
• Opportunity to develop skills relevant to future leadership responsibilities.

Application Process

Applicants interested in this opportunity should follow the employer's official application instructions.

1. Review the qualification, experience and regulatory requirements carefully.
2. Confirm that your experience is relevant to the long-term insurance and compliance environment.
3. Prepare an updated CV highlighting FAIS, compliance, supervision, sales monitoring and coaching experience.
4. Include relevant qualifications and FAIS-related certifications where requested.
5. Use the employer's official recruitment platform or application method provided with the vacancy.
6. Complete the application accurately and provide all requested information.
7. Review the application before submission.
8. Submit the application before the advertised closing date, if one is specified.

Official Application: [Apply Link Not Provided in Source]

Before You Apply

Before submitting an application, applicants should:

• Confirm that they hold at least an NQF Level 5 FSCA-recognised qualification.
• Carefully review the requirement for 3+ years' long-term insurance experience.
• Highlight compliance, supervision or regulatory oversight experience on their CV.
• Clearly describe experience monitoring sales calls, transactions or sales performance.
• Highlight experience identifying mis-selling, misrepresentation or other compliance risks.
• Include FAIS training and RE1 / RE5 information where applicable.
• Highlight experience coaching agents or supporting performance improvement.
• Clearly state relevant language abilities.
• Make sure their CV demonstrates strong reporting, analysis and documentation skills.
• Review the application instructions provided by the employer before submitting.

Vacancy Portal's Application Tip

For this FAIS Supervisor position, your CV should make your regulatory and supervisory experience immediately visible. Don't simply state that you worked in insurance; explain the compliance-related responsibilities you handled, such as monitoring sales calls, reviewing agent performance, assessing competency, identifying regulatory risks, conducting quality checks or providing compliance coaching.

If you have experience working with FAIS requirements, preparing compliance reports, developing supervision plans or dealing with mis-selling and customer-protection concerns, make these examples prominent in your CV. If you have RE1 or RE5 examinations or additional FAIS training, place these qualifications where the recruiter can easily find them.

Because the role involves communicating with agents and reporting findings to senior compliance stakeholders, applicants should also demonstrate their ability to identify an issue, explain the regulatory concern clearly and recommend an appropriate corrective action.

Source / Official Application

This opportunity was published by [Company Name Not Specified in Source].

Applicants should verify the full vacancy details and application instructions through the employer's official recruitment platform before applying.

Official Application: Application link was not provided in the source material.

Company Website: [Official Website Not Provided in Source]

Disclaimer

Vacancy Portal provides this opportunity as an informational resource for job seekers. Applicants should verify the requirements, salary, closing date and application instructions on the employer's official website before applying.