Trauma-Informed Scams Assessment Specialist

Australian Financial Complaints Authority Limited; Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working – 3 days in offices

Additional and inclusive leave options

Job summary

Australian Financial Complaints Authority (AFCA) is seeking an Assessment Specialist to perform the critical first assessment of scam complaints, establishing what occurred and the jurisdiction under the Scams Prevention Framework. You will triage issues and ensure cases reach the right team for progress.

You will weigh urgency and harm, maintain ownership through resolution, and help identify scam methods to inform how the framework operates in practice.

Qualifications

• Strong analytical skills to identify key issues and timelines in complex complaints.
• Clear, empathetic communication with distressed individuals.
• Sound judgement and decisive decision-making in challenging cases.
• Ability to manage conversations with regulated entities and customers.
• Comfort working at pace through a steady flow of complaints.

Responsibilities

• Provide the critical first assessment of scam complaints and determine jurisdiction.
• Triage issues, urgency and involved entities to guide progression.
• Maintain ownership of each case and facilitate handovers to Dispute Resolution.
• Identify scam methods and potential systemic issues for improvement of the framework.
• Ensure compliant and trauma-informed experiences for complainants throughout the process.

Skills

Analytical thinking

Judgement

Empathy

Communication

Stakeholder management

Fast-paced

Job description

Australian Financial Complaints Authority (AFCA) is seeking an Assessment Specialist to perform the critical first assessment of scam complaints, establishing what occurred and the jurisdiction under the Scams Prevention Framework. You will triage issues and ensure cases reach the right team for progress.

You will weigh urgency and harm, maintain ownership through resolution, and help identify scam methods to inform how the framework operates in practice.