Fairness & Rules Officer — Flexible Work Options

AFCA; Sydney; Hybrid; AUD 85,000 - 110,000; Full time

Job summary

AFCA seeks a Rules Officer to work with complainants and financial firms to determine if a matter falls within AFCA’s jurisdiction and to facilitate early resolution. You will analyse complaints, identify key issues and request documentation as needed.

You will handle complaint processing, update the CMS, guide stakeholders on AFCA rules, and escalate complex matters. The role emphasizes customer service, clear communication, and collaboration with internal teams to support consistent service

Qualifications

• Experience analysing complaints and identifying key issues.
• Ability to obtain and document information for jurisdiction decisions.
• Strong written and verbal communication with stakeholders.

Responsibilities

• Process complaints in line with AFCA Rules and procedures.
• Maintain records and prepare documentation for case transfer or closure.
• Liaise with complainants and financial firms to clarify issues and outcomes sought.
• Update CMS with relevant complaint details and provide guidance on AFCA rules.
• Identify vulnerabilities and escalate complex matters when needed.
• Collaborate with internal teams to improve service delivery.

Skills

Complaint processing

Customer service

Communication

Case management

Tools

CMS (case management system)

Job description

AFCA seeks a Rules Officer to work with complainants and financial firms to determine if a matter falls within AFCA’s jurisdiction and to facilitate early resolution. You will analyse complaints, identify key issues and request documentation as needed.

You will handle complaint processing, update the CMS, guide stakeholders on AFCA rules, and escalate complex matters. The role emphasizes customer service, clear communication, and collaboration with internal teams to support consistent service