As an Assessment Specialist, you will provide the critical first assessment of every scam complaint. You will establish what has occurred, identify the regulated entities involved and determine whether the complaint falls within our jurisdiction under the Scams Prevention Framework. You will then assess its urgency and ensure it reaches the right team with the information they need to progress it.
In this role, you will:
- Deliver a caring, trauma-informed experience for people who may be distressed or unsafe, making reasonable adjustments to support their participation
- Triage complaints by identifying the issues, the outcome sought and the regulated entities involved
- Weigh urgency, complexity and any continuing harm, so that the people who need help most are supported first
- Maintain ownership of each complaint while it remains with you, explore early resolution where appropriate, and provide a complete handover to Dispute Resolution
- Identify scam methods, potential systemic issues and gaps in industry protections, and refer them so they inform how the framework operates in practice
What you will bring
- Strong analytical skills, with the ability to identify the key issues and timelines in a complex matter and distinguish essential information from what can wait
- Sound judgement, and the confidence to make a decision and to know when to escalate
- Clear, plain and empathetic communication, particularly with people in difficult circumstances
- The ability to manage robust conversations with regulated entities and with distressed customers
- Comfort working at pace through a steady flow of complaints
- A genuine reason for being here. We are looking for people who care about fairness and good outcomes for consumers.
- Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
- Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
- Hybrid working – Flexible arrangements with three 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.
To apply
If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.
We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected].
We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.
About AFCA
The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.
AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.