Total 17 job vacancies by AFCA

In this newly created position, The Senior Manager, Customer Experience plays a critical role supporting the development and delivery of AFCA’s Customer Experience strategy. The Senior Manager will develop and drive our Customer Experience strategy whilst leading our current Member & Customer Experience team members. This is a newly created opportunity and exciting chance to have a real impact on our Customer Experience journey at AFCA.

Working closely with the Head of Membership Services, this role will support the creation and successful delivery of operational excellence customer experience best practice. The role will lead a team of skilled customer experience professionals and support teams by leading the development of the customer experience framework for consumers and members. The Senior Manager role will identify, support and drive process recommendations, end to end reviews and support AFCA to identify opportunities for improvement always with a focus of best practice customer experience.

Typically, in this role you will:

• Lead the development of the Customer Experience Strategy at AFCA
• Develop, facilitate and collate Consumer and Member research and feedback activities including surveys, focus groups, and other voice of customer inputs.
• Use this data to inform best practice and prioritisation of activities across AFCA, working closely with Operational Excellence, Operational Delivery, Rules and Decision makers
• Work closely with external stakeholders, industry groups and regulators
• Create and execute a body of work to drive customer excellence, being data driven, curious and focused on what it means to provide customer experience best practice
• Create and maintain a calendar of events for member engagement, including forums, webinars, roadshows
• Lead the content development for consumer and member engagements as above, plus newsletters and other communications
• Project management and coordination that is required to seamlessly deliver these engagements
• Change management with members and internal stakeholders helping drive execution of suggested recommendations
• Build and maintain strong relationships with operational teams and work closely with an aligned approach to building value for our customers

A rare and exciting chance to Join AFCA's technology team as the Business Analyst and be pivotal in setting out the requirements for the Scams Prevention Framework. The Business Analyst will drive the end-to-end requirements gathering, documentation and other related project activities to support both the CRM solution and broader IT initiatives.

This role will act as a conduit between business and technology stakeholders across project streams, ensuring that requirements are captured, developed and validated through to acceptance and implementation. Partner with key project stakeholders including AFCA IT and external vendors to identify and implement solutions required to enable AFCA to operate efficiently, effectively, and economically.

Please note, the scope of this position is initially for 12 months.

Typically, in this role you will:

• Elicit and critically evaluate requirements using interviews, document analysis, requirements workshops, surveys, business process descriptions, use case scenarios, task and workflow analysis.
• Interpret customer business needs and translate them into application and operational requirements specifications.
• Create and maintain thorough documentation and artefacts as required (business requirements, use cases, GUI, screen and interface designs), requirements trackability.
• Collaborate with developers and subject matter experts to establish the technical vision and analyse trade-offs between usability and performance needs, and manage stakeholder expectations and conflicts accordingly.
• Act as liaison between the business units, technology teams and project teams.
• Participate in Agile project ceremonies including daily stand-ups, story time, showcases and retrospectives.
• Support the development of test plans/scenarios to ensure successful delivery of a project.
• Create system documentation, business processes, rules and logic.

As the Accounts Officer (AR) you will be responsible for providing financial and administrative support in order to ensure effective, efficient and accurate financial and administrative operations. This is provisionally a 12 month contract, reporting into the Financial Controller, joining a small team where you will be responsible for the Accounts Receivable function.

The Accounts Officer will generate monthly invoice files and associated reconciliations, daily receipting, and allocation of all payments from current as well as new members, including credit card charges. We are seeking someone who has both Accounts Receivable and Collections experience, who is a team player and excited by the idea of joining a transforming Finance team. 

Please note, this is initially a 12- month secondment opportunity. 

Typically, in this role you will:

• Handle invoice enquiries where complaints arise due to incorrect complaint closure or disagreement regarding the closure status
• Handle a large volume of transactions within a complex charge model 
• Identify any over payments made or claims for refunds, gather supporting documentation
• Maintain accounts receivable module including data updates
• Follow all debt collection procedures, to ensure internal controls are maintained to preserve the integrity of the financial data.
• Prepare activity statements on monthly basis to report on revenue across AFCA
• Prepare general ledger reconciliations to various accounts on a monthly basis
• Follow procedures to ensure internal controls are maintained to preserve the integrity of the financial data.
• Assist with handling membership enquiries relating to new joining members, membership reinstatements as well as current member queries.
• Maintain process documentation for all key processes in Accounts Receivable.
• Collaborate with other members of the Finance team to continuously improve service delivery and effectiveness of outcomes.

Join AFCA's growing finance team as the Accounts Officer! You will be responsible for providing financial and administrative support in order to ensure effective, efficient and accurate financial and administrative operations. This is a newly created position, reporting  into the Financial Controller, joining a small team where you will be responsible for the Accounts Receivable function. The Accounts Officer will generate monthly invoice files and associated reconciliations, daily receipting, and allocation of all payments from current as well as new members, including credit card charges.

We are seeking someone who has both Accounts Receivable and Collections experience, who is a team player and excited by the idea of joining a transforming Finance team. 

Typically, in this role you will:

• Handle invoice enquiries where complaints arise due to incorrect complaint closure or disagreement regarding the closure status
• Handle a large volume of transactions within a complex charge model 
• Identify any over payments made or claims for refunds, gather supporting documentation
• Maintain accounts receivable module including data updates
• Follow all debt collection procedures, to ensure internal controls are maintained to preserve the integrity of the financial data.
• Prepare activity statements on monthly basis to report on revenue across AFCA
• Prepare general ledger reconciliations to various accounts on a monthly basis
• Follow procedures to ensure internal controls are maintained to preserve the integrity of the financial data.
• Assist with handling membership enquiries relating to new joining members, membership reinstatements as well as current member queries.
• Maintain process documentation for all key processes in Accounts Receivable.
• Collaborate with other members of the Finance team to continuously improve service delivery and effectiveness of outcomes.

The role of Senior Manager - Finance Strategy and Operations, serves as a key support to the Head of Finance across a broad range of financial activities and projects. The Senior Manager will play a versatile role, managing both strategic initiatives and day-to-day financial operations as needed.

This generalist position will focus on ensuring smooth execution of financial processes, financial reporting, budgeting, stakeholder engagement, and policy updates while supporting the Head of Finance in driving the finance function’s overall performance.

This in initially a 12-month contract.

As a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will: 

• Review complaints from consumers and small businesses that have not been resolved directly with the financial firm
• Work with consumers and financial firms to gather information and understand the core issues
• Apply a sound understanding of the AFCA complaint resolution criteria including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decision to resolve financial complaints fairly and efficiently
• Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
• Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English.

Our Banking and Finance teams deal directly with consumers and financial firms to help resolve and investigate complaints. Dispute Resolution Specialists handle complaints with various issues including: 

• Disputed transactions including scams 
• Responsible lending
• Credit reporting
• Misleading and unconscionable conduct
• Financial hardship
• Credit reporting including default listings and Repayment History Information 
• Charges including interest and fees
• Privacy and confidentiality
• Disclosure and instructions.

AFCA is seeking interested Consumer and Industry Panel Members to support an Ombudsman in reaching a panel decision on complex financial complaints, particularly in relation to bank account transaction (e.g. scam) complaints and small business lending complaints. This involves providing expert services as part of a decision-making panel. Panels are made up of an Ombudsman, and one each of a Consumer and Industry expert of the relevant specialisation.

The Consumer and Industry panel members are appointed by the AFCA Board for a 3-year term to provide services as needed, on a casual basis. The decision-making commitment of a panel member will vary depending on the complexity of the complaint and the volume of complaints. This will be discussed for each panel engagement to ensure this works for you and AFCA.

Typically, you will:

• Have expertise in financial services disputes from either an industry or consumer background.
• Analyse complaints documentation (sometimes a significant volume), identify the core issues and provide an independent view based upon your experience and knowledge.
• Participate in, and prepare for, panels convened by AFCA to resolve disputes.
• Contribute to development and finalisation of written findings, such as determinations, as needed.

A rare and much sought-after opportunity to contribute in the financial services sector by determining banking and finance complaints and achieve fair complaint outcomes.

About the opportunity

The Banking and Finance (B&F) decision-making team at AFCA is focused on complaint resolution and engaging with both industry and consumer groups in tackling important issues affecting B&F customers. This includes complaints around credit, finance or loan products.

We are looking for an Ombudsman to join our busy and collegiate decision-making team to help resolve standard and complex B&F disputes.

The role will suit senior legally qualified professionals with a strong track record of significant achievement and a background in the B&F sector. You are likely to be at a stage of your career where you have an interest in using your well-developed skills and experience in a role that contributes to good community outcomes in the sector.

Your role will be to make decisions, individually or as part of a panel, on standard and complex complaints in accordance with the AFCA rules and fairness principles. The decisions are likely to make a real difference and influence B&F organisations as they are binding on them when accepted by the complainant.

You will also have the opportunity to provide professional and technical leadership across AFCA and to coach and mentor Adjudicators, caseworkers, and others. There will be opportunities to develop AFCA approaches and to present at external conferences as a subject matter expert. The role also involves supporting AFCA’s relationships with consumer groups, government bodies, regulators, AFCA members, member organisations, other Ombudsman networks, and the media.

This is a Board appointed, fixed-term role for a period of 12 months with strong potential for extension.

As our new Government Relations Adviser, you'll play a vital role in supporting our Senior Adviser to build and maintain relationships with key government stakeholders. This is your opportunity to be at the forefront of financial policy and regulation, ensuring AFCA's voice is heard where it matters most.

We value diverse experiences and perspectives in our team. Whether you come from a background in government, policy, communications, or financial services, we're keen to hear from you. Your unique insights could help shape the future of financial dispute resolution in Australia.

Typically, in this role you will:

• Develop strategic approaches for engaging with government and political stakeholders
• Prepare high-quality briefings and materials for senior leadership and parliamentary appearances
• Monitor the political landscape to identify opportunities and risks for AFCA
• Manage issues referred by members of parliament, including constituent concerns
• Collaborate with internal teams to ensure consistent external stakeholder engagement

AFCA has undertaken a major transformation journey to deliver a new set of applications and services built on Microsoft Dynamics, Microsoft Power Platform and Microsoft Azure. To support and grow this, we’re seeking a Power Platform Engineer experienced in building Power Platform based solutions and utilising Azure DevOps pipelines for deploying solutions & data. This is a hands-on role, with the successful candidate will have a deep understanding of cloud architecture, automation, and experience with infrastructure as code, deployment, and monitoring of cloud-based systems.

Typically in this role you will:

• Partner with the System Admin team on building and maintaining infrastructure deployment pipelines
• Working with the Application Development team on building and maintaining Power Platform based solutions
• Working with the Application Development team on building and maintaining application deployment pipelines
• Working with various IT teams on identifying and implementing process improvement opportunities by integrating new tools & techniques by leveraging our Azure DevOps toolset
• Ensure compliance with the relevant governance arrangements associated with projects
• Play a key role in uplifting Azure DevOps capability across technical teams

Are you passionate about shaping the future of workplace culture and driving organisational excellence? Do you have a knack for designing, facilitating, and evaluating impactful learning programs? If so, we have an exciting opportunity for you!

We are seeking a dynamic Senior Learning and Development Consultant to join our team. In this specialist role, you'll be at the forefront of crafting and delivering programs that enhance core capabilities, leadership, culture, and engagement across our organisation. In this role, you'll have the opportunity to make a real impact on our organisation's culture and capability. You'll be part of a team that values innovation, collaboration, and continuous learning. We offer a supportive environment where your ideas are welcomed, and your contributions are recognized.

As our Learning and Development Consultant, you will:

• Lead and Facilitate: Deliver engaging learning programs across Induction, Core Capability, Leadership, Culture, and Engagement initiatives. You'll inspire participants and ensure they leave equipped with the skills and knowledge to thrive.
• Innovate and Evolve: Provide thought leadership in the design, evaluation iteration, and embedding of our learning programs. You'll ensure that appropriate solutions align with our strategic goals, address emerging trends, and meet identified capability needs.
• Build Relationships: Forge strong connections with internal stakeholders and external vendors, ensuring that our programs are supported by the best resources and partnerships available
• Embrace Technology: Implement new and emerging technologies to make our learning programs repeatable, scalable, and accessible to all. Your tech-savvy approach will help us stay ahead of the curve.
• Coordinate and Communicate: Assist in the smooth running of our learning programs by promoting events, communicating with key stakeholders, and providing logistical support when needed.

The Senior Communications Adviser will play a critical role in supporting all Communications related activity across the relevant AFCA area. Reporting to the Manager of Strategic Communications, this role will manage and contribute to communication items to be delivered across various channels. You will be an experienced communications professional who has exceptional stakeholder engagement skills supporting all communications related activity for our Ombudsman portfolio. The Senior Communications Adviser will provide strategic communication and engagement advice, support and services to the business.

Typically, in this role you will:

• Provide strategic communication and engagement advice, support and services to the relevant AFCA area.
• Collaborate closely with senior management to develop and execute communications and engagement strategies, ensuring achievement of the desired positioning and branding.
• Partner with the business to understand key insights and advise on reasonable solutions.
• Manage and contribute to the production of communication items to be delivered to multiple stakeholders across various channels
• Produce material to inform AFCA employees about AFCA initiatives and empower them to respond to questions from external stakeholders.
• Collaborate closely with senior management to develop communications the achieve the aims of the corporate plan and other strategic initiatives of the organisation.
• Provide ongoing advice on communications and stakeholder engagement best practice to enhance AFCA’s current communications and develop new projects and channels.
• Manage the delivery of communications by coordinating production on time and on budget and seeking input from subject matter experts and stakeholders.

The Payroll Manager is responsible for overseeing all aspects of the payroll function, including ensuring timely and accurate payroll processing, compliance with all regulatory requirements (including superannuation and taxation) and maintenance of payroll records.

The position also requires the ability to manage payroll staff, ensuring a team focus on continuous improvement of payroll systems and processes, collaboration with with the People & Culture and Finance teams, in addition to activities that support finance and other business led transformation initiatives.

Typically, in this role you will:

• Manage end-to-end Payroll activities
• Ensure compliance with statutory requirements including direct and indirect tax, superannuation and reporting.
• Be responsible for systems management including upgrades and development.
• Manage financial record keeping, reconciliations and reporting relating to payroll activities.
• Manage payroll policies and procedures.
• Lead a team, including coaching and building capability of team members.
• Support the Financial Controller.

Typically in this role you will:

• Attend all Committee meetings and represent the interests of consumers and the community. 
• Provide relevant knowledge and subject matter expertise.
• Work constructively with other CGC members to oversee compliance monitoring and reporting, including investigations and decisions regarding insurers’ compliance with the Code.
• Engage with relevant stakeholders to identify Code compliance issues and report back to consumer organisations 
• Provide input into the Committees publications, including the annual report, website, reports of outcomes and inquiries undertaken, articles, reviews and presentations
• Other duties that could reasonably be expected of this role

The Committee meets five times per year, in a mix of on-line and in person meetings, each meeting runs for about 4 or 5 hours. There are also a number of ad hoc meetings, on average three per year, which usually run for about an hour, for example in relation to budget approval, confirmation of submissions to consultations, or preparations for parliamentary inquiries etc.

Committee members are expected to spend time reviewing papers and preparing for committee meetings. Papers are generally provided one week prior to a committee meeting.

Are you passionate about securing cloud and on-premises environments? Do you have a passion for learning and enthusiasm for Security? At AFCA, the Australian Financial Complaints Authority, we are on the search for a Junior Security Administrator to join our Information Services team. In this role, you will play a vital part in ensuring the security practices of AFCA's infrastructure align with best practices and regulatory requirements. If you thrive in a fast-paced environment and have a keen eye for security, we want to hear from you!

This position would suit someone who is dedicated to growing a career within cyber-security and at the start of their journey, looking to join a progressive, supportive and purposeful organisation. 

Typically in this role you will:

• Maintain the security ticket queue in Freshdesk, which serves as an escalation point from AFCA’s primary helpdesk
• Assist in developing and improving security controls across AFCA.
• Support AFCA’s data loss prevention program by responding to suspected potential incidents from Netskope and Purview. 
• Assist with the delivery of security better practice in relation to AFCA IT systems
• Provide governance over the effectiveness of security configuration and maintenance of AFCA IT systems.
• Delivery of security training and messaging to AFCA staff.  
• Provide technical assistance with incident response investigations.  
• Supporting projects and the project management functions as required.

This is a newly created opportunity for a conscientious and pragmatic problem-solver to gain a birds-eye view of all AFCA's product lines, to engage directly with senior staff and executives and to contribute to the continuous improvement of the organisation as a whole. The Office of the Independent Assessor is growing - join us at an exciting time. 

Whether you wish to progress your career as a decision-maker with AFCA or focus more on the concept and practice of excellent customer service, you will gain an invaluable understanding of the customer's perspective as well as in-depth knowledge of procedural fairness and what constitutes good customer service, including with regard to accessibility, transparency, accountability, and dealing with challenging customers.  

Reporting to The Independent Assessor Melissa Dwyer, the Independent Assessments Manager will manage day-to-day correspondence to the IA, investigate and draft independent assessments in response to complaints about AFCA's service, and maintain appropriate and accurate records and data to enable quarterly reporting to the AFCA Board and ASIC.  This position would suit someone who has a high attention to detail and an investigative approach to analysing information. 

The position of Independent Assessments Manager is a permanent full-time position and is open across both Sydney and Melbourne locations. It is an intellectually stimulating role that offers meaningful work and the ability to make a real difference. 

What's in it for you?

• Dynamic Skill Expansion - Embark on a journey of professional growth, expanding your skillset in a dynamic and supportive environment.
• Strategic Exposure to Senior Managers - Seize the chance to work closely with senior managers, gaining invaluable insights and exposure that will elevate your understanding of strategic decision-making.
• Work in an integral Role - Become an integral part of our business operations, contributing to and learning the core functions that drive our success
• Learning Experience - This unique opportunity could provide a tailored learning experience, enhancing your expertise in key areas relevant to your career advancement
• Investment in Your Future - Consider this opportunity as an investment in your future, equipping you with the skills and experiences necessary for your ongoing career development

The Receptionist & Facilities Coordinator is responsible for front-of-house services and facilities coordination services for AFCA across our Melbourne office. Our Melbourne office is located in the heart of the CBD, with state-of-the-art facilities and breathtaking views!  You will be joining a progressive, for purpose organisation with a vibrant workplace culture and amazing organisational benefits. 

Please note this position is initially a 12 month contract at  3 days per week where you will be required to work onsite at our Melbourne CBD office.

Typically, in this role you will:

• Welcome AFCA staff and visitors, providing support in using the amenities of our office.
• Administer Registration of visitors in accordance with AFCA’s security and access policy
• Maintain Boardroom and meeting room facilities.
• Registration and coordination of maintenance contractors in accordance with AFCA's contractor policy.
• Coordination of daily office cleaning services.
• Organise and coordinate catering and supplies as required for meetings and events.
• Responsible for the maintenance and ordering of office stationery and other office consumables as required.
• Coordinate all incoming and outgoing courier services.
• Operate in a hands-on and people first environment with exposure to key stakeholders