Australian Financial Complaints Authority38 jobs

Complaints and Investigation Sepcialist

Mid levelFull-timeHybridMelbourne VIC, AustraliaProfessional servicesCustomer service and supportPosted 2 weeks agoVerified 2 weeks ago
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About the job

The Assessments Adviser at AFCA is a unique opportunity to contribute to fairness, transparency, and accountability within the Office of the Independent Assessor. This job is vital for managing incoming complaints and correspondence, ensuring that each interaction is handled with professionalism and care. The team thrives on collaboration and values every voice, creating an inclusive environment where everyone can flourish.

You'll be responsible for

📥

Managing the Independent Assessor’s inbox

Receiving, acknowledging and responding to escalated complaints about AFCA.
✍️

Drafting assessments

Independently drafting high-quality, well-reasoned jurisdictional assessments and less complex complaint assessments in accordance with the Independent Assessor’s Terms of Reference.
📊

Maintaining accurate records

Maintaining accurate records in AFCA’s case management system to support the Office’s reporting obligations and contribute to identifying trends and improvement opportunities.

Key criteria

📩

Experience in complaints handling

Proven experience managing and resolving complaints effectively.

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🔍

Strong analytical skills

Demonstrated ability to assess information and determine jurisdiction.

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✍️

Clear written communication

Experience drafting well-reasoned assessments in plain English.

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Meet the team

About the company

View your fit

4 criteria for this job
Experience in complaints handling
Proven experience managing and resolving complaints effectively.

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Strong analytical skills
Demonstrated ability to assess information and determine jurisdiction.

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Clear written communication
Experience drafting well-reasoned assessments in plain English.

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Organisational skills
Ability to manage a high-volume inbox and competing priorities.

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