Assessment Specialist, Scams

Australian Financial Complaints Authority Limited; Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working – 3 days in offices

Additional and inclusive leave options

Job summary

Australian Financial Complaints Authority (AFCA) is seeking an Assessment Specialist to perform the critical first assessment of scam complaints, establishing what occurred and the jurisdiction under the Scams Prevention Framework. You will triage issues and ensure cases reach the right team for progress.

You will weigh urgency and harm, maintain ownership through resolution, and help identify scam methods to inform how the framework operates in practice.

Qualifications

• Strong analytical skills to identify key issues and timelines in complex complaints.
• Clear, empathetic communication with distressed individuals.
• Sound judgement and decisive decision-making in challenging cases.
• Ability to manage conversations with regulated entities and customers.
• Comfort working at pace through a steady flow of complaints.

Responsibilities

• Provide the critical first assessment of scam complaints and determine jurisdiction.
• Triage issues, urgency and involved entities to guide progression.
• Maintain ownership of each case and facilitate handovers to Dispute Resolution.
• Identify scam methods and potential systemic issues for improvement of the framework.
• Ensure compliant and trauma-informed experiences for complainants throughout the process.

Skills

Analytical thinking

Judgement

Empathy

Communication

Stakeholder management

Fast-paced

Job description

Company Description

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 escape
• 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 modern offices 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.

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.