Jobs at Australian Financial Complaints Authority (AFCA)

Create, edit, publish, and maintain internal communications and digital content across AFCA’s intranet, Knowledge Centre, SharePoint, and employee-facing platforms. Translate complex information into clear, accessible content, support organisation-wide campaigns, improve content governance and discoverability, and collaborate with stakeholders and subject matter experts to enhance employee digital experiences.

Create, edit, publish, and maintain internal communications and digital content across SharePoint, the intranet, Knowledge Centre, and employee-facing channels. Translate complex information into clear, accessible content, support organisation-wide campaigns, improve information discovery and digital experiences, and guide stakeholders and content owners on publishing and governance.

Provides proactive executive support to the Chief Scams Officer, managing calendars, priorities, meetings, governance materials, stakeholder engagement, travel, communications, expenses, recruitment activities, and process improvements. The role requires discretion, strong organisation, advanced Microsoft Office skills, and the ability to coordinate senior leaders and external stakeholders in a complex environment. This is an initial six-month maximum-term contract with hybrid working.

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 AFCA fairness criteria. Lead challenging multi-issue cases, communicate complex matters in plain English, collaborate across teams, support operational improvements, and contribute to project delivery.

Provide proactive executive support to the Chief Scams Officer by managing calendars, priorities, meetings, governance papers, stakeholder engagements, travel, communications, expenses and administrative processes. The role coordinates senior forums, supports recruitment and business activities, handles confidential information, and improves workflows through technology and responsible AI use. This is an initial six-month maximum-term contract with hybrid working.

Manage complex life insurance complaints through investigation, negotiation, conciliation, and written decisions. Apply legislation, industry codes, legal principles, and AFCA fairness criteria to resolve disputes efficiently. Gather information from consumers and third parties, lead challenging multi-issue cases, communicate outcomes in plain English, and contribute to operational improvements, strategy alignment, collaboration, and project delivery.

Lead the design and implementation of customer and workforce identity solutions across AFCA. Own IAM architecture, migration roadmaps, platform integrations, authentication protocols, lifecycle management, access governance, RBAC, MFA, and least-privilege controls. Provide hands-on technical leadership while guiding delivery teams through complex identity decisions in a regulated environment.

Lead the design, implementation, and migration of customer and workforce identity solutions across AFCA. Own IAM architecture, identity lifecycle management, access governance, RBAC, least privilege, MFA, conditional access, and secure application and API integrations. Provide hands-on technical leadership while delivering solutions with Microsoft Entra, Okta, and Auth0 in a regulated, high-trust environment.

Leads AFCA’s Stakeholder Engagement function, develops team capability, and prepares senior leaders for significant external engagements. Oversees executive briefs, speeches, presentations, key messages and engagement materials; implements stakeholder engagement strategies and governance; maintains enterprise-wide relationship intelligence; coordinates cross-functional input; and converts stakeholder feedback, sector developments and reputational risks into practical advice for executive decision-making.

Lead AFCA’s Stakeholder Engagement function, including team development, work prioritization, quality assurance and capability building. Prepare senior leaders for significant external engagements through executive briefs, speeches, presentations and engagement advice. Implement stakeholder engagement strategies, coordinate enterprise-wide relationship planning, maintain stakeholder intelligence and translate feedback and sector developments into actionable recommendations. Partner with communications and media teams to ensure consistent messaging and support strategic decision-making.

Develops evidence-based policy analysis and strategic advice on financial services, dispute resolution, and regulation. The role transforms complaints data, research, and stakeholder insights into policy recommendations; prepares government submissions, briefing papers, and executive advice; monitors regulatory developments; engages regulators, government agencies, consumer groups, and industry; and supports AFCA’s thought leadership and reform efforts.

Develops evidence-based policy analysis and strategic advice on financial services, regulation, and dispute resolution. The role analyzes complaints data and stakeholder insights, prepares government submissions, briefing papers, and policy positions, and advises senior leaders. It builds relationships with regulators, government agencies, consumer groups, and industry bodies while supporting AFCA’s thought leadership and policy reform activities.

Supports the implementation and operation of risk, compliance, and assurance frameworks for AFCA’s Scams Prevention Framework dispute resolution program. Responsibilities include maintaining risk and compliance registers, monitoring obligations and controls, coordinating assurance reviews, preparing governance reporting, supporting audits, and embedding privacy, security, and compliance requirements into processes and systems. The role partners with Legal, Privacy, Information Security, Technology, and Operations stakeholders and contributes to continuous improvement.

Support the implementation and ongoing operation of AFCA’s Scams Prevention Framework dispute-resolution arrangements. Manage risk, compliance, assurance registers, controls, obligations, issues, emerging risks and action tracking. Coordinate reviews, audits and control assessments; prepare executive-level governance reporting; and embed risk, privacy, compliance and assurance requirements into processes and systems. Partner with Legal, Privacy, Information Security, Technology and Operations stakeholders while contributing to continuous improvement and risk maturity.

Make independent, fair, and timely decisions on standard and complex scam complaints, individually or on panels, under AFCA rules and fairness principles. Provide professional leadership, coach adjudicators and case workers, and engage financial, telecommunications, digital platform, industry, and consumer stakeholders to improve standards. This Board-appointed role requires senior legal expertise, strong analytical and communication skills, resilience, empathy, and significant experience in consumer dispute resolution.

Board-appointed Ombudsman responsible for making fair, consistent, and timely decisions on standard and complex scam complaints. The role provides legal and technical leadership, mentors adjudicators and case workers, and engages financial, telecommunications, digital platform, industry, and consumer stakeholders to improve standards. Candidates need legal qualifications, senior-level consumer dispute resolution experience, strong analytical and communication skills, and resilience when handling complex cases and difficult interactions.

Lead AFCA’s scams dispute resolution team, providing legal and technical guidance, coaching decision-makers, managing workflows and outcomes, and supporting fair, consistent consumer decisions. Shape portfolio plans, improve policies and procedures, manage resources, influence financial services, telecommunications, and digital platform stakeholders, and contribute to stronger industry standards. This Board-appointed role requires senior legal expertise, leadership, resilience, and significant consumer resolution experience.

Lead AFCA’s scams dispute-resolution team, coaching adjudicators and decision makers, ensuring fair and consistent outcomes, managing workflow and resources, advising on complex cases, and engaging industry, members, and consumer groups to improve standards. The role also contributes to portfolio planning, policy development, quality assurance, workforce planning, and continuous improvement across Australia’s new scams complaints framework.

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.

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.