Jobs at Australian Financial Complaints Authority (AFCA)

Own and enhance AFCA’s intranet, Knowledge Centre, SharePoint pages, and employee-facing digital platforms. Create clear, engaging internal communications, campaigns, and resources; improve information access, knowledge sharing, content governance, and user experience. Partner with stakeholders to simplify complex information, support change initiatives, and coach content owners in producing accessible, employee-focused content.

Manage and resolve financial difficulty complaints, including investigating issues, preparing preliminary assessments and determinations, conducting telephone conciliation, negotiating outcomes, and communicating complex financial matters in plain English. The role requires fair, objective decision-making; empathy when supporting vulnerable customers; strong analytical, writing, interpersonal, and problem-solving skills; and collaboration to achieve effective, timely complaint resolutions.

Lead change management for AFCA’s Digital Experience Program, driving customer, member, and employee adoption of new digital platforms, portals, and authentication experiences. Develop change, communication, migration, readiness, and learning strategies; identify adoption barriers; support stakeholders and customer-facing teams; and measure migration, adoption, customer experience, and business outcomes. The role requires collaboration across Product, Technology, Customer Experience, Communications, and operations teams, with a focus on accessibility and vulnerable customer groups.

Build and deploy software, AI, automation, data, and integration solutions for AFCA’s Scams Prevention Framework. Embed with business teams to identify operational challenges, translate them into technical solutions, develop prototypes and production applications, and support implementation. Work with platforms including ServiceNow, Azure, Databricks, and enterprise data systems. Apply DevOps, CI/CD, responsible AI, and governance practices while advising stakeholders and converting recurring needs into scalable platform capabilities.

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 fairness criteria to resolve disputes. Lead challenging cases, communicate clearly with consumers and firms, and contribute to operational improvements, cross-team collaboration, and project delivery.

Lead and mature AFCA’s technology and cyber risk framework, governance practices, risk registers, control assurance, audit remediation, policy management, third-party risk assessments, and executive reporting. Partner with technology, architecture, data, privacy, IAM, product, and delivery teams to embed secure-by-design practices and align operations with regulatory and security frameworks. Improve information protection governance and simplify or automate risk assessments, evidence collection, and reporting.

Partners with business teams to identify AI, automation, and digital enablement opportunities; translates ambiguous challenges into scalable technical solutions. Designs, builds, and deploys prototypes, integrations, cloud applications, and AI-enabled tools. Collaborates with engineering, product, data, and architecture teams to scale solutions, drive experimentation, realize value, and uphold responsible AI, security, and governance practices.

Resolve standard and complex investments and advice disputes through individual and panel decisions based on AFCA rules and fairness principles. Provide technical leadership, coach case workers, contribute to policy and industry approaches, present externally, and maintain relationships with consumer groups, regulators, government, members, ombudsman networks, and media. The role requires senior legal expertise, financial services industry knowledge, strong analysis and communication skills, resilience, and the ability to explain complex decisions clearly.

Provides trusted executive support to the CEO and Chief Ombudsman, managing schedules, forward planning, briefing materials, Board processes, leadership team coordination, stakeholder engagement, commitments, sensitive matters, events, travel, and budget oversight. The role requires representing the CEO with senior government, regulatory, industry, community, and organisational stakeholders while maintaining discretion, sound judgment, and strong follow-through.

Review and resolve consumer and small-business financial complaints involving general insurance. The role gathers information from consumers and financial firms, applies complaint-resolution criteria, legal principles, industry codes, and prior decisions, and uses negotiation and alternative dispute resolution. For unresolved matters, the specialist investigates issues and prepares plain-English preliminary assessments and draft decisions while managing multiple complaints with empathy, resilience, and strong communication.

Support end-to-end change management for AFCA’s Scams external dispute resolution program. Responsibilities include impact assessments, change planning, stakeholder engagement, workshops, readiness activities, communications and training coordination, adoption analysis, risk management, and reporting. The role partners with senior training and communications specialists to help staff and members adopt new processes, technology, and ways of working across a complex transformation program.

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

Provide specialist, on-demand adjudication of life insurance disputes as a board-appointed Sessional Ombudsman. Review complex cases, exercise independent judgment, make well-reasoned decisions, communicate outcomes to stakeholders, and uphold impartiality and procedural fairness. Engagements are flexible in duration and require substantial senior legal and insurance experience.

Lead AFCA’s Business Continuity Management program and organisational resilience capability. Responsibilities include maintaining continuity plans, conducting business impact analysis, training, exercises, scenario testing, governance reporting, supplier resilience activities, and supporting disruption activation, recovery, and post-incident reviews. The role partners with business leaders to strengthen preparedness, monitor risks, track improvements, and embed continuity awareness across the organisation.