Rules Officer — Fair, Client‑Focused Dispute Resolution

Australian Financial Complaints Authority Limited; Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Additional and inclusive leave options

Job summary

Australian Financial Complaints Authority is seeking a Rules Officer in Melbourne. The role involves working with complainants and financial firms to gather information and determine if a complaint falls within AFCA’s jurisdiction.

You will analyze complaints, identify key issues, and facilitate early resolution with jurisdictions and documentation management. The role requires strong analytical skills, clear written and verbal communication, and the ability to negotiate solutions.

Qualifications

• Tertiary qualifications and/or experience in financial, legal, government, community, or dispute resolution sectors.
• Strong analytical, negotiation, and decision-making abilities.
• Excellent written and verbal communication, with the ability to explain complex concepts clearly.
• Basic knowledge of financial services and AFCA’s complaint resolution process.

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.
• Review new complaints to determine jurisdiction and key issues.
• Flag potential systemic issues or misconduct for further review.
• Support continuous improvement and mentor less experienced staff.

Skills

Analytical skills

Communication skills

Problem solving

Attention to detail

Teamwork

Education

Tertiary qualifications or equivalent experience

Job description

Australian Financial Complaints Authority is seeking a Rules Officer in Melbourne. The role involves working with complainants and financial firms to gather information and determine if a complaint falls within AFCA’s jurisdiction.

You will analyze complaints, identify key issues, and facilitate early resolution with jurisdictions and documentation management. The role requires strong analytical skills, clear written and verbal communication, and the ability to negotiate solutions.