Jobs at Australian Financial Complaints Authority (AFCA)

Create, edit, publish, and maintain internal communications and digital content across AFCA’s intranet, Knowledge Centre, SharePoint, and employee-facing platforms. Translate complex information into clear, accessible content, support organisation-wide campaigns, improve content governance and discoverability, and collaborate with stakeholders and subject matter experts to enhance employee digital experiences.

Manage complex life insurance complaints for a financial ombudsman, investigating issues, gathering information, negotiating resolutions, and preparing preliminary assessments and written decisions. Apply legislation, industry codes, legal principles, and AFCA fairness criteria. Lead challenging multi-issue cases, communicate complex matters in plain English, collaborate across teams, support operational improvements, and contribute to project delivery.

Provide proactive executive support to the Chief Scams Officer by managing calendars, priorities, meetings, governance papers, stakeholder engagements, travel, communications, expenses and administrative processes. The role coordinates senior forums, supports recruitment and business activities, handles confidential information, and improves workflows through technology and responsible AI use. This is an initial six-month maximum-term contract with hybrid working.

Lead the design and implementation of customer and workforce identity solutions across AFCA. Own IAM architecture, migration roadmaps, platform integrations, authentication protocols, lifecycle management, access governance, RBAC, MFA, and least-privilege controls. Provide hands-on technical leadership while guiding delivery teams through complex identity decisions in a regulated environment.

Leads AFCA’s Stakeholder Engagement function, develops team capability, and prepares senior leaders for significant external engagements. Oversees executive briefs, speeches, presentations, key messages and engagement materials; implements stakeholder engagement strategies and governance; maintains enterprise-wide relationship intelligence; coordinates cross-functional input; and converts stakeholder feedback, sector developments and reputational risks into practical advice for executive decision-making.

Develops evidence-based policy analysis and strategic advice on financial services, regulation, and dispute resolution. The role analyzes complaints data and stakeholder insights, prepares government submissions, briefing papers, and policy positions, and advises senior leaders. It builds relationships with regulators, government agencies, consumer groups, and industry bodies while supporting AFCA’s thought leadership and policy reform activities.

Supports the implementation and operation of risk, compliance, and assurance frameworks for AFCA’s Scams Prevention Framework dispute resolution program. Responsibilities include maintaining risk and compliance registers, monitoring obligations and controls, coordinating assurance reviews, preparing governance reporting, supporting audits, and embedding privacy, security, and compliance requirements into processes and systems. The role partners with Legal, Privacy, Information Security, Technology, and Operations stakeholders and contributes to continuous improvement.

Make independent, fair, and timely decisions on standard and complex scam complaints, individually or on panels, under AFCA rules and fairness principles. Provide professional leadership, coach adjudicators and case workers, and engage financial, telecommunications, digital platform, industry, and consumer stakeholders to improve standards. This Board-appointed role requires senior legal expertise, strong analytical and communication skills, resilience, empathy, and significant experience in consumer dispute resolution.

Lead AFCA’s scams dispute resolution team, providing legal and technical guidance, coaching decision-makers, managing workflows and outcomes, and supporting fair, consistent consumer decisions. Shape portfolio plans, improve policies and procedures, manage resources, influence financial services, telecommunications, and digital platform stakeholders, and contribute to stronger industry standards. This Board-appointed role requires senior legal expertise, leadership, resilience, and significant consumer resolution experience.

Manage and resolve financial difficulty complaints, including investigating disputes, assessing complex information, drafting preliminary assessments and determinations, and conducting negotiation or conciliation conferences. The role requires fair, well-reasoned decision-making, clear plain-English communication, empathy for vulnerable customers, and collaboration with complainants, financial firms, and representatives to achieve practical outcomes aligned with AFCA’s approach and relevant legislation.

Embeds with business teams to identify operational challenges and build software, AI, automation, data, and workflow solutions. Designs prototypes, integrations, and production applications; applies cloud, DevOps, governance, and responsible AI practices. Translates stakeholder needs into technical solutions, measures business value, supports adoption, and feeds recurring requirements into platform roadmaps.

Resolve standard and complex investments and advice disputes under AFCA rules and fairness principles, independently or on panels. Provide technical leadership, coach and mentor staff, shape dispute-resolution approaches, represent AFCA with industry, regulators, government, consumer groups and media, and explain complex decisions clearly. The role requires senior legal expertise and substantial knowledge of financial planning, stockbroking, managed funds, cryptocurrency or derivatives.

Serve as a board-appointed, sessional ombudsman providing expert decision-making on life (and/or general) insurance disputes. Assess complex matters, apply legal judgment, produce balanced determinations, communicate outcomes empathetically, and manage stakeholder relationships on flexible, engagement-based terms.