Jobs at Australian Financial Complaints Authority (AFCA)

Embeds with business and operational teams to identify challenges and build software, AI, automation, data, and integration solutions. The role develops prototypes and production applications, applies cloud and DevOps practices, implements governed AI capabilities, translates user needs into platform improvements, and supports adoption and operational transition. Strong stakeholder engagement, software engineering, cloud application development, AI or automation experience, and delivery of measurable business outcomes are required.

Assess financial complaints under AFCA Rules, determine jurisdiction, identify key issues, request documentation, and support early resolution. Communicate with complainants and financial firms, maintain case records, explain processes, identify vulnerabilities, negotiate outcomes, escalate complex matters, flag systemic issues, and support quality assurance, continuous improvement, and staff mentoring.

Partner with Finance, Operations, and organizational leaders to analyze monthly results, develop budgets and forecasts, build scenarios and business cases, and provide strategic financial advice. The role delivers financial and operational insights, supports performance planning, improves processes, and translates complex data into actionable recommendations. Responsibilities also include management reporting, stakeholder communication, and safeguarding sensitive financial information.

Handle and assess financial complaints, communicate with consumers and financial firms, gather information, facilitate negotiations, and support early dispute resolution across banking, insurance, and superannuation matters. The role requires strong communication, empathy, stakeholder management, resilience, sound judgment, and the ability to manage a busy caseload. Structured training and coaching are provided in a hybrid work environment.

Develops and publishes six-week customer service rosters, schedules planned activities, and monitors real-time phone, chat, and case queues. The role analyzes forecasts, trends, and performance data to optimize resource allocation, recommend roster adjustments, manage volume fluctuations, and support customer service leadership with operational reporting and continuous improvement recommendations.

Designs and delivers blended learning programs preparing AFCA employees to manage scam-related complaints. Responsibilities include learning needs analysis, role-based curricula, e-learning, videos, facilitator materials, assessments, stakeholder reviews, accessibility, implementation support, and ongoing content maintenance as legislation and processes evolve.

The Sessional Ombudsman resolves complex investment and advice disputes on a flexible, per-engagement basis. Responsibilities include analyzing complaints, making and explaining decisions, engaging with firms, consumers and stakeholders, coaching junior staff, and contributing to improved standards across the financial services sector. The role requires senior legal qualifications, substantial investment or advice industry knowledge, strong judgment, communication, resilience and relationship-building skills.

Assess and improve information security and information management capabilities for AFCA’s scams dispute resolution program. The role identifies control gaps, develops security uplift roadmaps, advises on classification, access, information sharing and lifecycle management, and coordinates with privacy, governance, records, risk and technology teams. Responsibilities also include assurance reviews, audits, executive reporting, procedures, and awareness programs for teams handling sensitive information.

Leads AFCA’s national Systemic Issues function, setting strategy, directing transformation, strengthening governance and risk frameworks, and managing high-performing teams. Identifies emerging consumer and financial-sector issues, including scams, and uses insights and data to reduce future harm. Builds relationships with regulators, government agencies, financial firms, consumer advocates and industry bodies while advising executives and influencing industry standards.

Resolve standard and complex general insurance complaints by making fair, balanced, and binding decisions under AFCA rules. Coach adjudicators and caseworkers, contribute to policy and thought leadership, represent AFCA at external forums, and build relationships with insurers, regulators, government bodies, and consumer groups. The role requires strong analytical, decision-making, communication, resilience, integrity, and insurance-sector expertise.

Leads and coaches an insurance ombudsman team, ensuring fair, consistent and independent complaint decisions. Manages complex escalations and personal caseloads, supports workforce planning and operational improvement, and contributes to business strategy. Engages insurers, industry bodies and consumer groups to improve industry practices and dispute resolution. Represents AFCA externally, strengthens policies and decision-support frameworks, and collaborates on systemic insurance issues.

Designs, develops, deploys, and operationalizes AI and machine learning solutions across AFCA. Translates business challenges into technical models, analyzes structured and unstructured data, and integrates solutions into enterprise systems. Responsibilities include model evaluation, MLOps, CI/CD, deployment monitoring, responsible AI, governance documentation, and stakeholder communication. The role is a 12-month contract and requires collaboration with data engineers, architects, business stakeholders, and delivery teams.

Leads investment and advice complaint resolution at AFCA, supporting the Lead Ombudsman, mentoring decision-makers, managing complex cases, ensuring fair and consistent decisions, improving workflows and policies, and engaging with industry and consumer stakeholders. The role includes resource planning, quality assurance, strategic leadership, and acting for the Lead Ombudsman when required.

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.

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.

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.