Jobs at Australian Financial Complaints Authority (AFCA)

Own and enhance AFCA’s intranet, Knowledge Centre, and employee-facing digital platforms. Create internal news, campaigns, resources, and communications; build engaging SharePoint experiences; simplify complex information; support change initiatives; coach content owners; and improve content governance, discoverability, accessibility, and user experience across the digital workplace.

Lead change strategy and delivery for AFCA’s Digital Experience Program. Responsibilities include developing adoption, communications, migration, learning, and readiness strategies; guiding customers, members, and employees through new digital platforms and authentication experiences; managing stakeholders across technology, product, customer experience, and operations; addressing adoption barriers; supporting vulnerable customers; and measuring migration, adoption, customer experience, and business outcomes.

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.

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

Partners with business teams to identify AI, automation, and digital enablement opportunities; translates ambiguous challenges into technical solutions; builds and deploys prototypes, integrations, and production applications; develops AI-enabled workflows using large language models and agents; collaborates with engineering, product, data, and architecture teams; and promotes responsible AI, security, governance, experimentation, and measurable value.

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.

Reviews and investigates insurance complaints from consumers and small businesses, gathers information from involved parties, applies legal principles, industry codes, and complaint-resolution criteria, and resolves matters through negotiation or alternative dispute resolution. Prepares preliminary assessments and draft decisions in Plain English while managing multiple complaints, communicating empathetically, and progressing cases efficiently and autonomously.

Supports change planning, delivery, and adoption for AFCA’s Scams external dispute resolution program. Responsibilities include conducting impact assessments, developing change plans, facilitating workshops, engaging stakeholders, coordinating training and communications, analyzing adoption trends, reporting effectiveness, and ensuring staff and members can adopt new processes, technology, and ways of working.

Provides practical HR and employee relations advice to leaders and employees across the employee lifecycle. Responsibilities include case management for flexible work, performance, conduct, probation and disciplinary matters; preparing employment documentation; maintaining confidential records; applying Australian employment legislation and modern awards; identifying risks; escalating complex matters; and improving People Advisory processes and reporting.

Independently determines complex superannuation disputes under legislation, trust deeds, insurance terms, and AFCA Rules. Provides technical leadership, mentors colleagues, contributes to policy and thought leadership, represents AFCA at industry and stakeholder forums, and supports relationships with regulators, government, industry, consumer groups, ombudsman networks, and media.

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.

Leads AFCA’s Business Continuity Management program and organisational resilience capability. Responsibilities include maintaining continuity plans, conducting business impact analysis, facilitating exercises and training, providing governance reporting, supporting disruption activation and recovery, tracking risks and improvements, and strengthening critical supplier resilience. The role partners with leaders across the organisation to improve preparedness, embed continuity practices, and support post-incident reviews.