Fairness & Complaints Resolution Specialist

AFCA; Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Job summary

AFCA in Melbourne invites applications for a Rules Officer to work with complainants and financial firms to decide jurisdiction and outcomes. You will analyze complaints, identify issues, and request documentation to enable early resolution, typically handling less complex jurisdictional matters.

You will also process complaints, communicate decisions clearly, maintain records in the CMS, and collaborate with internal teams to ensure consistent service delivery and continuous improvement.

Qualifications

• Experience handling complaints and information gathering.
• Ability to assess jurisdiction and key issues in complaints.
• Strong communication and documentation skills.

Responsibilities

• Assess and process complaints in line with AFCA Rules and procedures.
• Prepare documentation for case transfer or closure, and maintain accurate records.
• Liaise with complainants and financial firms to clarify issues and outcomes sought.
• Update case management system (CMS) with relevant complaint details.
• Identify customer vulnerabilities and offer appropriate support.
• Flag potential systemic issues or misconduct for further review.

Skills

Complaint handling

Documentation

Communication

Collaboration

Job description

AFCA in Melbourne invites applications for a Rules Officer to work with complainants and financial firms to decide jurisdiction and outcomes. You will analyze complaints, identify issues, and request documentation to enable early resolution, typically handling less complex jurisdictional matters.

You will also process complaints, communicate decisions clearly, maintain records in the CMS, and collaborate with internal teams to ensure consistent service delivery and continuous improvement.