Rules Officer

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

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Job Description

The role of a Rules Officer is to work with complainants and financial firms to obtain the necessary information to decide whether a complaint falls within AFCA’s jurisdiction. The role requires the analysis of complaints, identification of key issues and the requesting of documentation from complainants and financial firms to facilitate the early resolution of complaints. The role will generally manage less complex jurisdictional matters.

More specifically, the role will include: Complaint Processing

• Assess and process complaints in line with AFCA Rules and procedures.
• Prepare documentation for case transfer or closure, and maintain accurate records.
• Handle general complaint tasks including correspondence and calls.

Customer Service & Communication

• Liaise with complainants and financial firms to clarify issues and outcomes sought.
• Update case management system (CMS) with relevant complaint details.
• Provide clear guidance on AFCA’s Rules, processes, and required documentation.
• Identify customer vulnerabilities and offer appropriate support.
• Review new complaints to determine jurisdiction and key issues.
• Communicate decisions clearly and fairly, escalating complex matters as needed.
• Facilitate negotiations and support consistent, transparent outcomes.
• Flag potential systemic issues or misconduct for further review.

Collaboration & Quality Assurance

• Work closely with internal teams to ensure consistent complaint handling.
• Support continuous improvement of service delivery.