Teams 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.