Jobs 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.

Own and enhance AFCA’s intranet, Knowledge Centre, and employee-facing digital platforms. Create internal news, campaigns, resources, and communications; build engaging SharePoint experiences; simplify complex information; support change initiatives; coach content owners; and improve content governance, discoverability, accessibility, and user experience across the digital workplace.

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 strategy and delivery for AFCA’s Digital Experience Program. Responsibilities include developing adoption, communications, migration, learning, and readiness strategies; guiding customers, members, and employees through new digital platforms and authentication experiences; managing stakeholders across technology, product, customer experience, and operations; addressing adoption barriers; supporting vulnerable customers; and measuring migration, adoption, customer experience, and business outcomes.

Manage and resolve financial difficulty complaints, including investigating disputes, assessing complex information, drafting preliminary assessments and determinations, and conducting negotiation or conciliation conferences. The role requires fair, well-reasoned decision-making, clear plain-English communication, empathy for vulnerable customers, and collaboration with complainants, financial firms, and representatives to achieve practical outcomes aligned with AFCA’s approach and relevant legislation.

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.

Embeds with business teams to identify operational challenges and build software, AI, automation, data, and workflow solutions. Designs prototypes, integrations, and production applications; applies cloud, DevOps, governance, and responsible AI practices. Translates stakeholder needs into technical solutions, measures business value, supports adoption, and feeds recurring requirements into platform roadmaps.

Build and deploy software, AI, automation, data, and integration solutions for AFCA’s Scams Prevention Framework. Embed with business teams to identify operational challenges, translate them into technical solutions, develop prototypes and production applications, and support implementation. Work with platforms including ServiceNow, Azure, Databricks, and enterprise data systems. Apply DevOps, CI/CD, responsible AI, and governance practices while advising stakeholders and converting recurring needs into scalable platform capabilities.

Manage complex life insurance complaints for a financial ombudsman, investigating issues, gathering information, negotiating resolutions, and preparing preliminary assessments and written decisions. Apply legislation, industry codes, legal principles, and fairness criteria to resolve disputes. Lead challenging cases, communicate clearly with consumers and firms, and contribute to operational improvements, cross-team collaboration, and project delivery.

Manage complex life insurance complaints for a financial ombudsman, investigating issues, gathering information, negotiating resolutions, and drafting preliminary assessments and decisions. Apply legislation, industry codes, fairness criteria, and dispute resolution principles. Lead challenging multi-issue cases, communicate complex matters in plain English, collaborate across teams, and contribute to operational improvements and project delivery.

Lead and mature AFCA’s technology and cyber risk framework, governance practices, risk registers, control assurance, audit remediation, policy management, third-party risk assessments, and executive reporting. Partner with technology, architecture, data, privacy, IAM, product, and delivery teams to embed secure-by-design practices and align operations with regulatory and security frameworks. Improve information protection governance and simplify or automate risk assessments, evidence collection, and reporting.

Lead AFCA’s technology and cyber risk governance capability, including risk frameworks, registers, control assessments, audit remediation, policy governance, third-party risk, information security assurance, and executive reporting. Partner with technology, architecture, data, privacy, IAM, delivery, and senior leadership teams to embed secure-by-design practices, align with regulatory and industry frameworks, improve information protection governance, and automate risk and assurance processes.

Partners with business teams to identify AI, automation, and digital enablement opportunities; translates ambiguous challenges into scalable technical solutions. Designs, builds, and deploys prototypes, integrations, cloud applications, and AI-enabled tools. Collaborates with engineering, product, data, and architecture teams to scale solutions, drive experimentation, realize value, and uphold responsible AI, security, and governance practices.

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.

Partners with business teams to identify AI, automation, and digital enablement opportunities; translates ambiguous challenges into technical solutions; builds and deploys prototypes, integrations, and production applications; develops AI-enabled workflows using large language models and agents; collaborates with engineering, product, data, and architecture teams; and promotes responsible AI, security, governance, experimentation, and measurable value.

Resolve standard and complex investments and advice disputes under AFCA rules and fairness principles, independently or on panels. Provide technical leadership, coach and mentor staff, shape dispute-resolution approaches, represent AFCA with industry, regulators, government, consumer groups and media, and explain complex decisions clearly. The role requires senior legal expertise and substantial knowledge of financial planning, stockbroking, managed funds, cryptocurrency or derivatives.

Provides trusted executive support to the CEO and Chief Ombudsman, managing schedules, forward planning, briefing materials, Board processes, leadership team coordination, stakeholder engagement, commitments, sensitive matters, events, travel, and budget oversight. The role requires representing the CEO with senior government, regulatory, industry, community, and organisational stakeholders while maintaining discretion, sound judgment, and strong follow-through.

Reviews and investigates insurance complaints from consumers and small businesses, gathers information from involved parties, applies legal principles, industry codes, and complaint-resolution criteria, and resolves matters through negotiation or alternative dispute resolution. Prepares preliminary assessments and draft decisions in Plain English while managing multiple complaints, communicating empathetically, and progressing cases efficiently and autonomously.

Review and resolve consumer and small-business financial complaints involving general insurance. The role gathers information from consumers and financial firms, applies complaint-resolution criteria, legal principles, industry codes, and prior decisions, and uses negotiation and alternative dispute resolution. For unresolved matters, the specialist investigates issues and prepares plain-English preliminary assessments and draft decisions while managing multiple complaints with empathy, resilience, and strong communication.

Supports change planning, delivery, and adoption for AFCA’s Scams external dispute resolution program. Responsibilities include conducting impact assessments, developing change plans, facilitating workshops, engaging stakeholders, coordinating training and communications, analyzing adoption trends, reporting effectiveness, and ensuring staff and members can adopt new processes, technology, and ways of working.