Complaints and Investigations Specialist at Australian Financial Complaints Authority

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

01 Sep, 26

Salary

0.0

Posted On

03 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaints Handling, Investigations, Dispute Resolution, Jurisdictional Assessment, Critical Thinking, Stakeholder Engagement, Case Management, Procedural Fairness, Analytical Skills, Time Management, Professional Communication, Triage

Industry

Financial Services

Description

Company Description Fairness feels good Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first. Job Description Assessments Adviser – Office of the Independent Assessor This is a unique opportunity to contribute to AFCA’s commitment to fairness, transparency and accountability from within the Office of the Independent Assessor. In this role, you will be primarily responsible for managing the Independent Assessor’s inbox, acting as a key first point of contact for incoming complaints and correspondence. This includes undertaking initial jurisdictional assessments, triaging matters that are within the Independent Assessor’s Terms of Reference, and responding to complainants’ enquiries in a clear, timely and professional manner. You will also support the Office by drafting less complex assessments of complaints, applying sound judgement and principles of procedural fairness. Through this work, you will gain insight into themes and issues arising across AFCA’s service delivery and contribute to the consistent and efficient handling of service complaints. Working in a small, collaborative team, you will gain exposure to a broad range of matters and build expertise in independent review and complaint handling within a dynamic and evolving function. About the role Reporting to the Manager, Independent Assessor, the Complaints and Investigation Specialist ( or as known at AFCA, Assessment Advisor) plays an important role in supporting the effective and efficient handling of complaints within the Office of the Independent Assessor. In this role, you will: Manage the Independent Assessor’s inbox, including receiving, acknowledging and responding to escalated complaints about AFCA Review and assess complaint information to determine whether matters fall within the Independent Assessor’s jurisdiction Liaise with AFCA’s service complaints team and/or broader AFCA staff to clarify issues and support appropriate outcomes for complainants Independently draft high-quality, well-reasoned jurisdictional assessments and less complex complaint assessments in accordance with the Independent Assessor’s Terms of Reference Prepare clear, accurate and informative communications for internal and external stakeholders Maintain accurate records, including in AFCA’s case management system (CMS), to support the Office’s reporting obligations, and contribute to identifying trends and improvement opportunities Support the preparation of periodic reports and provide administrative support to the Independent Assessor and Manager as required Manage sensitive matters with professionalism and discretion, particularly where complaints relate to AFCA staff conduct. This role requires strong organisational skills, critical thinking, sound judgement and attention to detail, with the ability to manage competing priorities and handle sensitive matters with care and professionalism. This is a permanent role and can be based in either Melbourne or Sydney. Qualifications About you You will bring: Strong experience in complaints handling, investigations, dispute resolution or a related field Demonstrated ability to operate independently and take accountability for outcomes Strong analytical and critical thinking skills, with the ability to assess information, determine jurisdiction and triage matters appropriately Strong attention to detail and the ability to accurately review and interpret complaint information and documentation Ability to prepare clear, well‑reasoned written outcomes, including jurisdictional assessments in plain English Highly developed communication and stakeholder engagement skills, including the ability to manage sensitive or challenging interactions Well-developed organisational and time management skills, with the ability to manage a high‑volume inbox and competing priorities and meet agreed timeframes A demonstrated commitment to fairness, accountability and high-quality service delivery Ability to quickly learn and adapt in a changing environment Experience with AFCA frameworks, rules or broader financial services regulation will be highly regarded. Additional Information Silver AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion. Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity. Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing. Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period. To apply If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion. We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected]. We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience. About AFCA The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers. AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.

Responsibilities

Manage the Independent Assessor's inbox by triaging incoming complaints and performing initial jurisdictional assessments. Draft high-quality assessments and communications to ensure fair and efficient resolution of service complaints.