Customer Service Officer at Australian Financial Complaints Authority

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

09 Jul, 26

Salary

0.0

Posted On

10 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Phone-based customer service, Conflict resolution, De-escalation, Data entry, Chat management, Communication, Empathy, Resilience, Organization, Detail orientation, Computer literacy, Learning agility, Teamwork, Inbound contact centre

Industry

Financial Services

Description

Company Description As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference. Job Description Are you a customer service professional who loves helping others? Do you excel on the phone, managing challenging interactions and resolving conflicts? If so, this might be the perfect opportunity for you! We're looking for Customer Service Officers to join our team. The primary function of this role is to deliver exceptional phone based customer service to consumers, complainants, representatives, and AFCA members. As a Customer Service Officer, you'll interact directly with complainants to understand their issues, provide accurate information, and guide them through the AFCA processes. Success Factors: Technical: Phone based customer service skills, basic computer skills, data entry, chat management, de-escalating conflict Capabilities: customer focus, communication (verbal and written), empathy, resilience, organisation, process and detail orientation Experience: customer service, defusing conflict and managing difficult interactions, inbound contact centre (desired) Attributes: friendly and service-oriented, empathetic, team player, self-motivated and learning agility, results-driven, patient, stable, and consistent Qualifications To be successful in this role, you should have demonstrated experience in a structured phone based customer service environment, strong verbal and written communication skills, and an ability to deal with conflict and difficult interactions in a calm and empathetic manner. Inbound call centre experience is highly regarded but not essential. You should also have good computer literacy, the ability to learn new processes and systems quickly, and adapt to changes in the workplace. Strong organisation skills and the ability to juggle and flex between calls, chat, and repetitive admin tasks are also important. Additional Information BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements. Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards. Employer of Choice Public Sector and NFP – Australian HR Awards 2023 Bronze AWEI Accreditation 2024 – Recognised for LGBTQ+ workplace inclusion. Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity. Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing. Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas. Financial benefits – Not-for-profit salary packaging to boost take-home pay. Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices. 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]. AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.

Responsibilities

The primary function of this role is to deliver exceptional phone-based customer service to consumers, complainants, and AFCA members. You will interact directly with complainants to understand their issues, provide accurate information, and guide them through the organization's processes.