Rules Officer - Resolve Complaints & Compliance (Hybrid)

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

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Inclusive leave options

Job summary

Australian Financial Complaints Authority (AFCA) in Sydney is seeking a disciplined Rules Officer to work with complainants and financial firms to determine jurisdiction, gather information, and support early resolution of complaints. You will review new matters for jurisdiction, identify key issues, and guide parties through AFCA’s processes with clear, fair decisions.

You will be part of a team that collaborates across departments, mentors junior staff, and seeks opportunities for continuous

Qualifications

• Strong analytical skills with ability to investigate issues, negotiate solutions, and make sound, accountable decisions.
• Excellent written and verbal communication, with the ability to explain complex concepts plainly.
• Basic understanding of financial products 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.
• Handle general complaint tasks including correspondence and calls.
• Liaise with complainants and financial firms to clarify issues and outcomes sought.
• Update CMS with relevant complaint details and provide guidance on AFCA’s Rules and processes.

Skills

Analytical skills

Communication

Decision making

Customer service

Work ethic

Teamwork & independence

Education

Tertiary qualification or sector experience

Job description

Australian Financial Complaints Authority (AFCA) in Sydney is seeking a disciplined Rules Officer to work with complainants and financial firms to determine jurisdiction, gather information, and support early resolution of complaints. You will review new matters for jurisdiction, identify key issues, and guide parties through AFCA’s processes with clear, fair decisions.

You will be part of a team that collaborates across departments, mentors junior staff, and seeks opportunities for continuous