Scams Assessment Specialist - Impact & Fairness

Australian Financial Complaints Authority Limited; Melbourne; Hybrid; AUD 75,000 - 100,000; Full time

Benefits offered by this job

Gold AWEI Accreditation

Family Friendly Workplace

Hybrid working

Inclusive leave options

Job summary

Australian Financial Complaints Authority (AFCA) seeks an Assessment Specialist in Melbourne to perform the critical first assessment of scam complaints. You will determine what occurred, entities involved, and jurisdiction under the Scams Prevention Framework, then route the case to the appropriate team with a clear handover.

In this role you will triage issues, weigh urgency, and maintain ownership through resolution.

Qualifications

• Strong analytical skills to identify key issues and timelines in complex matters.
• Sound judgement and confidence to make decisions.
• Clear, plain and empathetic communication with distressed individuals.
• Ability to manage robust conversations with regulated entities.
• Comfort working at pace through a steady flow of complaints.
• A 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 continuing harm to prioritise cases.
• Maintain ownership of complaints and hand over to Dispute Resolution when appropriate.
• Identify scam methods and potential systemic gaps to inform framework practice.

Skills

Analytical skills

Sound judgement

Empathetic communication

Stakeholder management

Work pace

Job description

Australian Financial Complaints Authority (AFCA) seeks an Assessment Specialist in Melbourne to perform the critical first assessment of scam complaints. You will determine what occurred, entities involved, and jurisdiction under the Scams Prevention Framework, then route the case to the appropriate team with a clear handover.

In this role you will triage issues, weigh urgency, and maintain ownership through resolution.