Rules Officer

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

The role of a Rules Officer is to work with complainants and financial firms to obtain the necessary information to decide whether a complaint falls within AFCA’s jurisdiction. The role requires the analysis of complaints, identification of key issues and the requesting of documentation from complainants and financial firms to facilitate the early resolution of complaints. The role will generally manage less complex jurisdictional matters.

More specifically, the role will include:

Complaint Processing

• Assess and process complaints in line with AFCA Rules and procedures.

• Prepare documentation for case transfer or closure, and maintain accurate records.

• Handle general complaint tasks including correspondence and calls.

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Customer Service & Communication

• Liaise with complainants and financial firms to clarify issues and outcomes sought.

• Update case management system (CMS) with relevant complaint details.

• Provide clear guidance on AFCA’s Rules, processes, and required documentation.

• Identify customer vulnerabilities and offer appropriate support.

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Complaint Management & Investigation

• Review new complaints to determine jurisdiction and key issues.

• Communicate decisions clearly and fairly, escalating complex matters as needed.

• Facilitate negotiations and support consistent, transparent outcomes.

• Flag potential systemic issues or misconduct for further review.

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Collaboration & Quality Assurance

• Work closely with internal teams to ensure consistent complaint handling.

• Support continuous improvement of service delivery.

• Assist and mentor less experienced staff.

• Seek legal advice on complex cases when required.

Qualifications & Sector Experience  - Tertiary qualifications and/or experience in financial, legal, government, community, or dispute resolution sectors.

Decision-Making & Problem Solving - Strong analytical skills with the ability to investigate issues, negotiate solutions, and make sound, accountable decisions.

Communication & Customer Service - Excellent written and verbal communication, with the ability to explain complex concepts in plain English and engage effectively with diverse customers.

Financial Services Knowledge -  Basic understanding of financial products and AFCA’s complaint resolution process, with the ability to learn quickly.

Work Ethic & Adaptability -  Detail-oriented, self-motivated, and able to manage priorities in a fast-paced environment while meeting performance targets.

Teamwork & Independence -  Capable of working autonomously and collaboratively, with maturity and adaptability.