Jobs at Australian Financial Complaints Authority (AFCA)

Create, edit, publish, and maintain internal communications and digital content across SharePoint, the intranet, Knowledge Centre, and employee-facing channels. Translate complex information into clear, accessible content, support organisation-wide campaigns, improve information discovery and digital experiences, and guide stakeholders and content owners on publishing and governance.

Provides proactive executive support to the Chief Scams Officer, managing calendars, priorities, meetings, governance materials, stakeholder engagement, travel, communications, expenses, recruitment activities, and process improvements. The role requires discretion, strong organisation, advanced Microsoft Office skills, and the ability to coordinate senior leaders and external stakeholders in a complex environment. This is an initial six-month maximum-term contract with hybrid working.

Manage complex life insurance complaints through investigation, negotiation, conciliation, and written decisions. Apply legislation, industry codes, legal principles, and AFCA fairness criteria to resolve disputes efficiently. Gather information from consumers and third parties, lead challenging multi-issue cases, communicate outcomes in plain English, and contribute to operational improvements, strategy alignment, collaboration, and project delivery.

Lead the design, implementation, and migration of customer and workforce identity solutions across AFCA. Own IAM architecture, identity lifecycle management, access governance, RBAC, least privilege, MFA, conditional access, and secure application and API integrations. Provide hands-on technical leadership while delivering solutions with Microsoft Entra, Okta, and Auth0 in a regulated, high-trust environment.

Lead AFCA’s Stakeholder Engagement function, including team development, work prioritization, quality assurance and capability building. Prepare senior leaders for significant external engagements through executive briefs, speeches, presentations and engagement advice. Implement stakeholder engagement strategies, coordinate enterprise-wide relationship planning, maintain stakeholder intelligence and translate feedback and sector developments into actionable recommendations. Partner with communications and media teams to ensure consistent messaging and support strategic decision-making.

Develops evidence-based policy analysis and strategic advice on financial services, dispute resolution, and regulation. The role transforms complaints data, research, and stakeholder insights into policy recommendations; prepares government submissions, briefing papers, and executive advice; monitors regulatory developments; engages regulators, government agencies, consumer groups, and industry; and supports AFCA’s thought leadership and reform efforts.

Board-appointed Ombudsman responsible for making fair, consistent, and timely decisions on standard and complex scam complaints. The role provides legal and technical leadership, mentors adjudicators and case workers, and engages financial, telecommunications, digital platform, industry, and consumer stakeholders to improve standards. Candidates need legal qualifications, senior-level consumer dispute resolution experience, strong analytical and communication skills, and resilience when handling complex cases and difficult interactions.

Lead AFCA’s scams dispute-resolution team, coaching adjudicators and decision makers, ensuring fair and consistent outcomes, managing workflow and resources, advising on complex cases, and engaging industry, members, and consumer groups to improve standards. The role also contributes to portfolio planning, policy development, quality assurance, workforce planning, and continuous improvement across Australia’s new scams complaints framework.

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.

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.

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.

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.