Australian Financial Complaints Authority34 jobs

Complaints and Investigations Specialist

Mid levelFull-timeHybridMelbourne VIC, AustraliaProfessional servicesCustomer service and supportPosted 1 week agoVerified 1 week ago
Pending fitX of Y criteria met

About the job

The Assessments Adviser position at AFCA offers a unique opportunity to contribute to fairness, transparency, and accountability in complaints resolution. This job plays a vital role in managing incoming complaints and correspondence, ensuring that each matter is handled with care and professionalism. Working in a small, collaborative team, you will gain valuable insights and expertise while supporting a culture that values every voice.

Meet the team

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Think you're a good fit?See what the hiring team are looking for

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 records

Maintaining accurate records in AFCA’s case management system (CMS) 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 written communication skills

Demonstrated ability to draft clear, well-reasoned assessments.

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🔍

Analytical and critical thinking

Experience assessing information and determining jurisdiction.

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A meaningful career starts with a match

View your fit

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

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Strong written communication skills
Demonstrated ability to draft clear, well-reasoned assessments.

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Analytical and critical thinking
Experience assessing information and determining jurisdiction.

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

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Stakeholder engagement expertise
Proven ability to manage sensitive interactions with professionalism.

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