Scams Prevention: Assessment Specialist

AFCA; Sydney; Hybrid; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Additional and inclusive leave options

Job summary

AFCA is building a new Australian Scams Ombudsman team and seeks an Assessment Specialist to join from January 2027. You will conduct the first assessment of scam complaints, determine jurisdiction under the Scams Prevention Framework, and triage cases for the right team with a clear handover.

In this role you will provide a compassionate, trauma-informed experience, weigh urgency and harm, and help uncover systemic issues to improve protections for consumers and small businesses within AFCA's

Qualifications

• Strong analytical skills to identify key issues and timelines in complex matters.
• Sound judgement and confidence to decide and escalate as needed.
• Clear, plain and empathetic communication with distressed individuals.
• Ability to manage robust conversations with regulated entities and customers.
• Comfort working at pace through a steady flow of complaints.
• A genuine commitment to fairness and good outcomes for consumers.

Responsibilities

• Deliver a caring, trauma-informed experience for people who may be distressed or unsafe, making reasonable adjustments to support participation.
• Triage complaints by identifying issues, outcome sought and regulated entities involved.
• Weigh urgency, complexity and continuing harm to prioritise cases needing help.
• Maintain ownership of each complaint and provide a complete handover to Dispute Resolution.
• Identify scam methods, systemic issues and gaps in protections to inform framework operations.

Skills

Analytical skills

Judgement

Empathetic communication

Stakeholder management

Work at pace

Job description

AFCA is building a new Australian Scams Ombudsman team and seeks an Assessment Specialist to join from January 2027. You will conduct the first assessment of scam complaints, determine jurisdiction under the Scams Prevention Framework, and triage cases for the right team with a clear handover.

In this role you will provide a compassionate, trauma-informed experience, weigh urgency and harm, and help uncover systemic issues to improve protections for consumers and small businesses within AFCA's