Scams Assessment Specialist — Hybrid, Protect Consumers

AFCA; Melbourne; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Inclusive leave options

Job summary

AFCA is building a new chapter as Australia’s Scams Ombudsman. The Assessment Specialist will perform the initial triage of scam complaints, determine jurisdiction, and assess urgency to route each case to the right team for progression.

This pivotal role supports a fair, independent complaints framework for Australians. You will engage with distressed individuals empathetically, triage issues, and ensure timely handover to Dispute Resolution while identifying systemic scam patterns to improve

Qualifications

• Strong analytical skills to identify the key issues and timelines in a complex matter.
• Sound judgement to decide and escalate when needed.
• Clear, plain and empathetic communication with people in difficult circumstances.
• Ability to manage robust conversations with regulated entities and distressed customers.
• Comfort working at pace through a steady flow of complaints.
• A genuine reason for being here and care about fairness and good outcomes for consumers.

Responsibilities

• Deliver a caring, trauma-informed experience for distressed individuals.
• Triage complaints by issues, outcomes sought and entities involved.
• Weigh urgency, complexity and harm to prioritise support.
• Maintain ownership of complaints, enable early resolution where appropriate.
• Identify scam methods and gaps to inform framework operations.

Skills

Analytical skills

Judgement

Empathy

Clear communication

Stakeholder management

Work at pace

Job description

AFCA is building a new chapter as Australia’s Scams Ombudsman. The Assessment Specialist will perform the initial triage of scam complaints, determine jurisdiction, and assess urgency to route each case to the right team for progression.

This pivotal role supports a fair, independent complaints framework for Australians. You will engage with distressed individuals empathetically, triage issues, and ensure timely handover to Dispute Resolution while identifying systemic scam patterns to improve