Complaints and Investigations Specialist
Hybrid · Sydney, New South Wales, Australia or Melbourne, Victoria, Australia
Job Summary
Manage the Independent Assessor’s inbox, including receiving, acknowledging and responding to escalated complaints; review and assess whether matters fall within the Independent Assessor’s jurisdiction; liaise with AFCA staff to clarify issues; independently draft jurisdictional assessments and less complex complaint assessments; prepare clear communications for stakeholders; maintain records in AFCA’s CMS; support preparation of periodic reports; provide administrative support to the Independent Assessor and Manager; handle sensitive matters with professionalism and discretion; role is permanent and can be based in Melbourne or Sydney; hybrid working with two days a week in offices.
Required Qualifications
- Strong experience in complaints handling, investigations, dispute resolution or related field
- Demonstrated ability to operate independently and take accountability for outcomes
- Strong analytical and critical thinking skills, with the ability to assess information, determine jurisdiction and triage matters appropriately
- Strong attention to detail and the ability to accurately review and interpret complaint information and documentation
- Ability to prepare clear, well‐reasoned written outcomes, including jurisdictional assessments in plain English
- Highly developed communication and stakeholder engagement skills, including the ability to manage sensitive or challenging interactions
- Well‐developed organisational and time management skills, with the ability to manage a high‐volume inbox and competing priorities and meet agreed timeframes
- A demonstrated commitment to fairness, accountability and high‐quality service delivery
- Ability to quickly learn and adapt in a changing environment
- Experience with AFCA frameworks, rules or broader financial services regulation will be highly regarded
- Silver AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion
- Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity
- Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing
- Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period
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