Assessment Specialist, Scams

AFCA; Melbourne; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Inclusive leave options

Job summary

AFCA is building a new chapter as Australia’s Scams Ombudsman. The Assessment Specialist will perform the initial triage of scam complaints, determine jurisdiction, and assess urgency to route each case to the right team for progression.

This pivotal role supports a fair, independent complaints framework for Australians. You will engage with distressed individuals empathetically, triage issues, and ensure timely handover to Dispute Resolution while identifying systemic scam patterns to improve

Qualifications

• Strong analytical skills to identify the key issues and timelines in a complex matter.
• Sound judgement to decide and escalate when needed.
• Clear, plain and empathetic communication with people in difficult circumstances.
• Ability to manage robust conversations with regulated entities and distressed customers.
• Comfort working at pace through a steady flow of complaints.
• A genuine reason for being here and care about fairness and good outcomes for consumers.

Responsibilities

• Deliver a caring, trauma-informed experience for distressed individuals.
• Triage complaints by issues, outcomes sought and entities involved.
• Weigh urgency, complexity and harm to prioritise support.
• Maintain ownership of complaints, enable early resolution where appropriate.
• Identify scam methods and gaps to inform framework operations.

Skills

Analytical skills

Judgement

Empathy

Clear communication

Stakeholder management

Work at pace

Job description

The Australian Scams Ombudsman team at AFCA is taking shape

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.

Help build something Australia has never done before

AFCA is preparing for an important new chapter as the Australian Scams Ombudsman. From 31 March 2027, consumers and small businesses will be able to bring eligible scam complaints to us under the Scams Prevention Framework following an internal dispute resolution process.

We are establishing the scheme now and are seeking people to join us from the start. Roles commence at the end of January 2027.

Job Description

As an Assessment Specialist, you will provide the critical first assessment of every scam complaint. You will establish what has occurred, identify the regulated entities involved and determine whether the complaint falls within our jurisdiction under the Scams Prevention Framework. You will then assess its urgency and ensure it reaches the right team with the information they need to progress it.

In this role, you will:

• Deliver a caring, trauma-informed experience for people who may be distressed or unsafe, making reasonable adjustments to support their participation
• Triage complaints by identifying the issues, the outcome sought and the regulated entities involved
• Weigh urgency, complexity and any continuing harm, so that the people who need help most are supported first
• Maintain ownership of each complaint while it remains with you, explore early resolution where appropriate, and provide a complete handover to Dispute Resolution
• Identify scam methods, potential systemic issues and gaps in industry protections, and refer them so they inform how the framework operates in practice

Qualifications

What you will bring

• Strong analytical skills, with the ability to identify the key issues and timelines in a complex matter and distinguish essential information from what can wait
• Sound judgement, and the confidence to make a decision and to know when to escal ate
• Clear, plain and empathetic communication, particularly with people in difficult circumstances
• The ability to manage robust conversations with regulated entities and with distressed customers
• Comfort working at pace through a steady flow of complaints
• A genuine reason for being here. We are looking for people who care about fairness and good outcomes for consumers.

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with three days a week in our modernoffices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

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 [e-mail].

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.