First Nations Customer Service Officer – Expression of Interest

Australian Financial Complaints Authority Limited; Melbourne; Hybrid; AUD 60,000 - 82,000; Full time

Benefits offered by this job

Silver AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Additional inclusive leave options

Job summary

Australian Financial Complaints Authority Limited is seeking a First Nations Customer Service Officer for an identified role. You will be the first point of contact, guiding consumers and members with clarity and care while delivering culturally appropriate support to First Nations people when required.

The role blends customer service excellence with equity, reconciliation and accessibility in a hybrid work setting.

Qualifications

• Experience in a fast-paced customer service environment.
• Ability to communicate clearly and respectfully with diverse communities.

Responsibilities

• Manage consumer and member calls and chats with rapport building and accurate guidance.
• Provide clear guidance on AFCA processes and jurisdiction.
• Deliver culturally appropriate support to First Nations people when required.
• Accurately handle complaints via phone, email, online or other channels.
• Identify time-critical needs and escalate appropriately.
• Identify trends and share insights with the Team Leader.
• Look for opportunities to improve efficiency and customer experience.
• Support ad hoc initiatives and continuous improvement activities.

Skills

Customer service

Empathy

Active listening

Cultural awareness

Clear communication

Organisational skills

Learning systems

Tools

CRM systems

Job description

First Nations Customer Service Officer – Expression of Interest

• Full-time

Fairness feels good

Be a part of something meaningful

At AFCA, we believe everyone deserves a fair chance at resolution. But not everyone comes to us with the same background, capacity, resilience or resources.

Our Equity of Access Program is transforming how we support people—making our service easier to navigate, more accessible, and more responsive. It empowers people to engage with us in the way that works for them, with support offered early so complaints can be resolved faster and more fairly.

Alongside this, our vision for reconciliation is an inclusive, equitable and culturally responsive financial services system. We recognise our unique opportunity to drive improvements that reflect the strength, wisdom and self‑determination of Aboriginal and Torres Strait Islander peoples.

This identified role is part of both commitments. It brings together customer service excellence with culturally responsive support—helping ensure fairness is something everyone can access and feel.

The Customer Service team is the gateway to AFCA. As a Customer Service Officer, you’ll support all consumers and members by providing clear, accurate and thoughtful guidance across a wide range of enquiries and complaints.

You’ll be the first point of contact, building rapport, understanding each person’s situation, and helping them navigate AFCA’s processes with confidence and care.

This identified role also includes an added focus on supporting First Nations people when required. In these moments, you’ll provide culturally appropriate support, helping ensure experiences are accessible, respectful and responsive. Through this work, you’ll help strengthen trust and contribute to our commitment to Reconciliation and Equity of Access.

Key accountabilities

• Manage consumer and member calls and chat by building rapport, understanding their needs and providing accurate information
• Provide clear guidance on AFCA, our jurisdiction and complaint resolution process
• Deliver culturally appropriate support to First Nations people when required, identifying needs and facilitating an accessible, respectful experience
• Accurately manage complaints received via phone, email, online or other channels in line with AFCA processes
• Proactively identify any need for additional or time‑critical support
• Identify complaint trends and share insights with your Team Leader
• Look for opportunities to improve efficiency, customer experience and team outcomes
• Support ad hoc initiatives and continuous improvement activities

About you

You’re motivated by helping others and guided by a strong sense of fairness. You bring a thoughtful, empathetic approach and communicate with clarity and respect, ensuring people feel heard and supported.

You have experience working in a fast‑paced, structured customer service environment—with inbound contact centre experience valued but not essential—and are confident managing multiple tasks while staying organised and focused.

• A strong understanding of Aboriginal and Torres Strait Islander cultures, with the ability to apply this knowledge to deliver culturally appropriate support
• The ability to communicate sensitively and build respectful relationships with Aboriginal and Torres Strait Islander peoples and stakeholders
• A results‑driven mindset, with a commitment to meeting individual and team goals
• Excellent verbal and written communication skills, with strong active listening to understand and support customers
• A friendly, customer‑first approach, underpinned by empathy and care
• The ability to manage challenging or complex interactions calmly, showing resilience and professionalism
• Strong organisation and time management skills, with the ability to prioritise and handle multiple tasks
• Confidence working with systems and technology, and the ability to learn quickly and adapt to change
• A proactive approach to working both independently and collaboratively in a team environment

Most importantly, you’re passionate about contributing to meaningful change—helping create a more accessible, respectful and equitable experience for everyone who engages with AFCA.

• Silver AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work‑life balance and inclusivity.
• Hybrid working – Flexible arrangements with two 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.

Identified Position – First Nations People

This is an identified position for First Nations people.

This position requires demonstrated knowledge of First Nations cultures and issues, communities and protocols, and the ability to build strong, respectful relationships with First Nations stakeholders.

AFCA considers being a First Nations person is a genuine occupational qualification for this position in accordance with:

• Section 14(d) of the Anti‑Discrimination Act 1977 (NSW)
• Section 12 of the Equal Opportunity Act 2010 (Vic)
• Section 8(4) of the Charter of Human Rights and Responsibilities Act 2006 (Vic)

Be a part of a caring, purpose‑led organisation where your voice and lived experience matter.

At AFCA, you can flourish, deepen your expertise, and help create a more accessible and equitable system for all.

Fairness feels good—for our people, our customers and the communities we serve.

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