Scams Assessment Specialist — Hybrid, Impact for Consumers

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Family Friendly Workplace

Hybrid working

Inclusive leave options

Job summary

AFCA in Sydney seeks an Assessment Specialist to perform the critical first assessment of scam complaints under the Scams Prevention Framework. You will establish what occurred, identify entities involved, determine jurisdiction, assess urgency and ensure the case is passed to the appropriate team with a thorough handover.

You will deliver a caring, trauma-informed experience, triage issues, weigh urgency and harms, and refer systemic gaps to improve the framework for consumers.

Qualifications

• Strong analytical skills to identify key issues and timelines in complex matters.
• Clear, empathetic communication with distressed individuals.
• Ability to manage conversations with regulated entities and customers.
• Comfort working at pace with a steady flow of complaints.
• Genuine interest in fairness and good outcomes for consumers.

Responsibilities

• Deliver a caring, trauma-informed experience for distressed individuals.
• Triage complaints by identifying issues, outcomes sought and entities involved.
• Weigh urgency, complexity and ongoing harm to prioritise cases.
• Maintain ownership of each complaint and handover to Dispute Resolution.
• Identify scam methods and systemic gaps to inform framework operations.

Skills

Analytical skills

Judgement/decision making

Clear communication

Emotional intelligence

Stakeholder management

Job description

AFCA in Sydney seeks an Assessment Specialist to perform the critical first assessment of scam complaints under the Scams Prevention Framework. You will establish what occurred, identify entities involved, determine jurisdiction, assess urgency and ensure the case is passed to the appropriate team with a thorough handover.

You will deliver a caring, trauma-informed experience, triage issues, weigh urgency and harms, and refer systemic gaps to improve the framework for consumers.