Hybrid Scams Assessment Specialist

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Gold AWEI Accreditation

Family Friendly Workplace

Hybrid working

Inclusive leave options

Job summary

Australian Financial Complaints Authority (AFCA) is preparing for an important new chapter as the Australian Scams Ombudsman (ASO). From 31 March 2027, consumers and small businesses will be able to bring eligible scam complaints to the ASO under the Scams Prevention Framework following an internal dispute resolution process.

Roles commence at the end of January 2027. As an Assessment Specialist, you will provide the critical first assessment of every scam complaint.

Qualifications

• 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.

Responsibilities

• 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

Skills

Analytical thinking

Judgement & decision-making

Clear communication

Empathy with distressed people

Stakeholder dialogue

Work at pace

Job description

Australian Financial Complaints Authority (AFCA) is preparing for an important new chapter as the Australian Scams Ombudsman (ASO). From 31 March 2027, consumers and small businesses will be able to bring eligible scam complaints to the ASO under the Scams Prevention Framework following an internal dispute resolution process.

Roles commence at the end of January 2027. As an Assessment Specialist, you will provide the critical first assessment of every scam complaint.