Hybrid Customer Service Advisor for Fairness & Resolution

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Hybrid working

Inclusive leave options

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Job summary

AFCA is hiring a Customer Service Officer to deliver exceptional phone-based support to consumers, complainants, and members in a hybrid work model. The role focuses on defusing conflicts, guiding customers through AFCA processes, and delivering accurate information with empathy and resilience.

You'll join a not-for-profit ombudsman dedicated to fairness, with flexible work options and a focus on inclusion.

Qualifications

• Structured, phone-based customer service experience
• Experience in a banking/financial services or high-volume contact environment is preferred
• Strong verbal and written communication skills are essential
• Ability to manage conflict in a calm, empathetic manner
• Good computer literacy and ability to learn new systems quickly

Responsibilities

• Deliver exceptional phone-based customer service to consumers, complainants, representatives and AFCA members
• Interact directly with complainants to understand issues and guide them through AFCA processes
• De-escalate conflicts and provide accurate information to resolve inquiries
• Balance calls, chats and administrative tasks in a fast-paced environment

Skills

Phone-based customer service

Communication

Empathy

Resilience

Organisation

Data entry

Chat management

Tools

Basic computer skills

Multi-system navigation

Job description

AFCA is hiring a Customer Service Officer to deliver exceptional phone-based support to consumers, complainants, and members in a hybrid work model. The role focuses on defusing conflicts, guiding customers through AFCA processes, and delivering accurate information with empathy and resilience.

You'll join a not-for-profit ombudsman dedicated to fairness, with flexible work options and a focus on inclusion.