Rules Officer

AFCA; Sydney; Híbrido; AUD 85.000 - 110.000; Jornada completa

Descripción de la vacante

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

Formación

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

Responsabilidades

• 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.

Conocimientos

Complaint processing

Customer service

Communication

Case management

Herramientas

CMS (case management system)

Descripción del empleo

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.