At a Glance
- Tasks: Analyse complaints and facilitate resolutions while ensuring fairness in every decision.
- Company: Join AFCA, a progressive not-for-profit championing positive change in financial services.
- Benefits: Flexible work options, thoughtful benefits, and opportunities for professional growth.
- Other info: Flourish in a diverse, caring culture that values every voice.
- Why this job: Make a real impact by helping Australians resolve their financial complaints.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 62100 - 75900 $ per year.
Make a real impact at AFCA.
Where fairness drives every decision.
Help us deliver world-class, independent complaints resolution for Australians.
As a not-for-profit and progressive financial ombudsman, we’re championing positive change.
Achieving our purpose takes progressive thinking, accountability and resilience.
At AFCA, our inclusive leadership values every voice.
We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise.
Flourish in a diverse, caring culture.
Feel the difference of belonging to an organisation intentionally designed to put people first.
Job Description
The role of a
Rules Officer is to work with complainants and financial firms to obtain the necessary information to decide whether a complaint falls within AFCA’s jurisdiction.
The role requires the analysis of complaints, identification of key issues and the requesting of documentation from complainants and financial firms to facilitate the early resolution of complaints.
The role will generally manage less complex jurisdictional matters.
More specifically, the role will include
- Complaint Processing
- Assess and process complaints in line with AFCA Rules and procedures.
- Prepare documentation for case transfer or closure, and maintain accurate records.
- Handle general complaint tasks including correspondence and calls.
- Customer Service & Communication
- Liaise with complainants and financial firms to clarify issues and outcomes sought.
- Update case management system (CMS) with relevant complaint details.
- Provide clear guidance on AFCA’s Rules, processes, and required documentation.
- Identify customer vulnerabilities and offer appropriate support.
- Review new complaints to determine jurisdiction and key issues.
- Communicate decisions clearly and fairly, escalating complex matters as needed.
- Facilitate negotiations and support consistent, transparent outcomes.
- Flag potential systemic issues or misconduct for further review.
- Collaboration & Quality Assurance
- Work closely with internal teams to ensure consistent complaint handling.
- Support continuous improvement of service delivery.
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Rules Officer in Melbourne employer: AFCA
AFCA is an exceptional employer, offering a unique opportunity to make a meaningful impact in the financial services sector while championing fairness and inclusivity. With a strong commitment to employee growth, flexible work arrangements, and a diverse, caring culture, AFCA ensures that every voice is valued and provides thoughtful benefits that support work-life balance. Join us in our modern offices designed for collaboration, where you can contribute to significant initiatives like the Scams Prevention Framework and help shape positive change for consumers across Australia.
