Jobs at Australian Financial Complaints Authority (AFCA)

Lead and develop a team resolving complex scam complaints. Oversee investigations, assessments, settlements, correspondence, escalations, quality, workload allocation, and fair outcomes. Coach staff, support wellbeing through trauma-informed practices, identify systemic risks, and help establish and improve AFCA’s new scams dispute resolution function.

Lead the establishment and operation of AFCA’s new scams dispute resolution function. Oversee managers and teams resolving complex complaints through investigation, negotiation and conciliation; set strategy, standards, performance expectations and operating conditions; manage budgets and workforce planning; develop leaders; ensure fair, timely and trauma-informed outcomes; lead change and continuous improvement; use data and approved AI responsibly; and engage regulators, industry, consumer groups and regulated entities.

Investigates and resolves complex, multi-party scam complaints through analysis, negotiation, conciliation, preliminary assessments, and decision-ready briefs. Provides trauma-informed support to consumers, assesses conduct against regulatory obligations, manages sensitive information, mentors colleagues, contributes to quality review, and identifies emerging scam methods and systemic issues.

Investigate and resolve scam complaints under Australia’s Scams Prevention Framework. Responsibilities include reconstructing scams and transaction histories, assessing regulated entities against regulatory obligations, managing sensitive caseloads, negotiating outcomes, preparing reasoned assessments, communicating empathetically with distressed consumers, identifying systemic issues, and maintaining accurate confidential records.

Leads a new team responsible for enriching scam complaint information, analyzing fraud trends and typologies, identifying systemic issues, and producing operational, strategic, and regulatory insights. The role establishes data quality, privacy, security, governance, reporting, and analytics practices while partnering with data teams, regulators, and industry. It also requires translating complex analytical findings into practical recommendations for operational and executive audiences.

Develop and deliver integrated communications strategies, create clear content across internal and external channels, advise senior stakeholders, manage communications projects, and use data to improve engagement and impact. The role translates complex information into compelling narratives, builds stakeholder relationships, and supports AFCA’s reputation and strategic goals.

Leads end-to-end delivery across complex technology programs and value streams. Facilitates SAFe and Agile events, manages dependencies, risks, impediments, vendors, and governance, and aligns business and technology teams around measurable outcomes. Coaches Scrum Masters, Product Owners, and delivery teams while supporting organisational change and continuous improvement in a regulated environment.

Leads litigation, judicial review, dispute resolution, and regulatory matters for AFCA. Provides strategic legal advice to senior leaders, manages external legal providers, develops litigation strategies, monitors legislative developments, and advises on legal and reputational risks. Prepares executive-level submissions and recommendations, supports complex complaints and jurisdictional matters, contributes to strategic legal initiatives, and helps build team capability.

Assess financial complaints against AFCA Rules, determine jurisdiction, identify key issues, request documentation, and support early resolution. The role involves communicating with complainants and financial firms, maintaining case records, explaining processes, identifying vulnerabilities and systemic issues, facilitating fair outcomes, escalating complex matters, and contributing to consistent complaint handling and service improvement.

Develop and publish six-week customer service rosters, schedule planned activities, and monitor real-time phone, web chat, and case-handling queues. Analyze forecasts, trends, and performance data to optimize resource allocation, respond to demand fluctuations, recommend scheduling improvements, and provide daily and monthly reporting to Customer Service leadership.

Serve as a Board-appointed Sessional Ombudsman resolving complex investment and advice disputes on a flexible, per-engagement basis. Apply legal and sector expertise to analyze complaints, make fair and timely decisions, explain outcomes clearly to firms and complainants, engage with industry and consumer stakeholders, and coach junior staff. The role requires strong judgment, communication, resilience, and experience in financial services, tribunals, dispute resolution schemes, regulatory agencies, related businesses, or private practice.

Leads AFCA’s national Systemic Issues function, setting strategy, driving transformation, strengthening governance and risk frameworks, and identifying emerging consumer and financial-services issues. Builds high-performing teams, advises executives, engages regulators and industry stakeholders, and uses systemic insights and data to improve industry outcomes and prevent consumer harm.

Assess and improve information security and information management capabilities for AFCA’s new scams dispute resolution framework. The role develops security uplift roadmaps, secure information-handling and classification practices, access controls, lifecycle management, assurance activities, procedures, reports, and staff awareness. It collaborates with privacy, data governance, records management, technology, legal, and risk teams while supporting audits and handling sensitive information.

Lead and coach insurance ombudsman teams, ensuring fair, independent, and consistent dispute-resolution decisions. Manage complex case escalations, contribute to strategic planning, workforce and budget decisions, improve policies and processes, and influence insurance industry standards. Represent AFCA with financial firms, industry bodies, consumer groups, and media while collaborating on systemic insurance issues and regulatory trends.

Leads and supports investment and advice complaint resolution at AFCA. The role mentors decision-makers, manages complex escalated cases, ensures fair and consistent decisions, contributes to strategy and policy, improves workflows, oversees resources, and engages with industry, members, and consumer groups. It requires legal expertise, strong analytical and drafting skills, stakeholder engagement, autonomy, and the ability to manage competing priorities.

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.

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.

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.