About the job
As an Assessment Specialist at AFCA, you will play a vital role in providing the first assessment of scam complaints, ensuring that every individual receives the support they need. Your work will directly contribute to the fairness and integrity of the complaints resolution process, making a real difference in the lives of Australians. The team values collaboration, inclusivity, and a caring approach, creating an environment where everyone can thrive.
You'll be responsible for
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Delivering a caring, trauma-informed experience
Providing support to individuals who may be distressed or unsafe, making reasonable adjustments to facilitate their participation.📋
Triage complaints
Identifying issues, outcomes sought, and regulated entities involved in complaints.🔑
Maintaining ownership of complaints
Exploring early resolution where appropriate and ensuring a complete handover to Dispute Resolution.Key criteria
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Analytical skills
Proven ability to identify key issues in complex matters.View
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Empathetic communication
Demonstrated clear and compassionate communication with distressed individuals.View
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Sound judgement
Experience making informed decisions and knowing when to escalate issues.View