Teams 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.