Rules Specialist at Australian Financial Complaints Authority Limited

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

23 Mar, 26

Salary

0.0

Posted On

23 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint Management, Legal Knowledge, Communication Skills, Analytical Skills, Attention to Detail, Time Management, Empathy, Interpersonal Skills, Critical Thinking, Team Collaboration, Customer Experience, Documentation Skills, Problem Solving, Jurisdictional Assessment, Proactivity, Resilience

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 The main purpose of this role is to work with complainants and financial firms to ensure they understand the complaint resolution process. The Rules Team's main objective is to quickly and correctly decide whether a complaint can be considered by AFCA. To do this, you will analyse complaints, identify key issues and request documentation and information from complainants and financial firms to determine whether AFCA has scope to consider a complaint under the AFCA Scheme Rules. This is a brilliant opportunity for someone with experience in analysing and investigating complex issues and matters, who is ready for the next step at AFCA. Key Accountabilities: Complaint management Review and obtain a comprehensive understanding of the complaint, the jurisdictional issues involved and process complaints in accordance with the Rules Procedure Apply a sound understanding of the AFCA Scheme Rules to individual complaints including any relevant legal and fairness principles and applicable industry codes or internal advice Manage your own case load of jurisdictional complaints in an efficient and timely manner, ensuring all Key Performance Indicator targets are met Ensure complaints are correctly recorded on the AFCA case management system. Service delivery Handle general and complex calls and queries from complainants and financial firms Communicate the outcome of jurisdictional assessments to financial firms and complainants clearly, respectfully and accurately Provide helpful, accurate and easy to understand information about AFCA, the AFCA Scheme Rules and how they apply to an individual's complaint. Identify and escalate possible systemic issues, serious contraventions or serious misconduct to the Systemic Issues Manager, Systemic Issues team and/or the Ombudsman. Quality assurance Provide guidance and assistance to other staff on their work for training, development and learning. Leadership Rules Specialists require resilience to manage competing priorities, complexity of jurisdictional issues and overcome obstacles and impediments. As part of the role, Rules Specialists are required to: Learn from experience and identify areas for self-improvement and growth Manage challenging behaviours on complex jurisdictional complaints as they arise Show initiative, proactivity and accountability. Qualifications To be successful in this role, you will need: Relevant tertiary qualifications in legal and/or financial services experience A demonstrated ability to communicate effectively both verbally and in writing and deliver an exceptional customer experience to our stakeholders Experience in analysing and investigating complex issues and matters An ability to draft detailed and professional documents with a high level of attention to detail An ability to identify key messages and information required for decision making, breaking down complex information including complex legal and financial documents, so that it can be understood by various stakeholders. Providing not only an assessment of our jurisdiction but why that decision was made with specific reference to the AFCA Scheme Rules Excellent organisation and time management skills, with an ability to move between multiple activities, projects and assess a wide variety of complaints across multiple product lines Proven empathy and interpersonal skills An ability to critically think and analyse complex information to determine whether AFCA has the scope to consider the complaint An ability to work both autonomously but also be involved with the team, share ideas openly and contribute to team discussions. Additional Information What's on offer 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 Rules Specialist will analyze complaints and determine whether they fall under AFCA's jurisdiction. They will also communicate outcomes to stakeholders and manage a caseload efficiently.