Scam Complaints Assessment Specialist

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 70,000 - 110,000; Full time

Benefits offered by this job

AWEI accreditation

Family friendly workplace

Hybrid working

Inclusive leave options

Job summary

Australian Financial Complaints Authority in Sydney is seeking an Assessment Specialist to perform the initial assessment of scam complaints under the Scams Prevention Framework. You will identify what happened, which entities are involved and whether the complaint falls within jurisdiction, then assess urgency and assign to the right team.

You will triage issues, balance urgency and harm, own each case, pursue early resolution where appropriate, and help identify systemic gaps to inform

Qualifications

• Strong analytical skills to identify key issues and timelines in complex matters.
• Sound judgement and the ability to decide when to escalate.
• Clear, plain and empathetic communication with people in difficult circumstances.
• Ability to manage conversations with regulated entities and distressed customers.
• Comfortable working at pace through a steady flow of complaints.
• Cares about fairness and good outcomes for consumers.

Responsibilities

• Deliver a caring, trauma-informed experience for distressed or unsafe people, making reasonable adjustments to support participation.
• Triage complaints by identifying issues, outcomes sought and entities involved.
• Weigh urgency, complexity and continuing harm to prioritise those needing help most.
• Maintain ownership of each complaint, explore early resolution where appropriate, and handover to Dispute Resolution.
• Identify scam methods and systemic issues, and refer them to inform framework operations.

Skills

Analytical thinking

Judgement

Empathy

Stakeholder communication

Time management

Fairness focus

Job description

Australian Financial Complaints Authority in Sydney is seeking an Assessment Specialist to perform the initial assessment of scam complaints under the Scams Prevention Framework. You will identify what happened, which entities are involved and whether the complaint falls within jurisdiction, then assess urgency and assign to the right team.

You will triage issues, balance urgency and harm, own each case, pursue early resolution where appropriate, and help identify systemic gaps to inform