AFCA
Financial Services
ComplaintsandInvestigationsSpecialist
“Complaints and Investigations Specialist at AFCA. Skills: Complaints resolution, Jurisdictional assessment, Independent review. Manage Independent Assessor's inbox. Respond to escalated complaints”
What You'll Achieve.
Deliver world-class complaints resolution; Contribute to consistent handling of complaints; Contribute to efficient handling of complaints
Industry & Context.
Assess information; Determine jurisdiction; Triage matters; Critical thinking
What They're Looking For.
Must Have
Experience in complaints handling, Experience in investigations, Experience in dispute resolution, Ability to operate independently, Ability to take accountability for outcomes, Analytical and critical thinking skills, Ability to assess information, Ability to determine jurisdiction, Ability to triage matters, Attention to detail, Ability to accurately review complaint information, Ability to accurately interpret complaint information, Ability to prepare well-reasoned written outcomes, Ability to prepare jurisdictional assessments in plain English, Highly developed communication skills, Highly developed stakeholder engagement skills, Ability to manage sensitive interactions, Ability to manage challenging interactions, Well-developed organisational skills, Well-developed time management skills, Ability to manage high-volume inbox, Ability to manage competing priorities, Ability to meet agreed timeframes, Commitment to fairness, Commitment to accountability, Commitment to high-quality service delivery, Ability to learn quickly, Ability to adapt in changing environment
Nice to Have
Experience with AFCA frameworks, Experience with AFCA rules, Experience with financial services regulation
What You'll Do.
Manage Independent Assessor's inbox
Respond to escalated complaints
Review complaint information
Assess complaint information
Determine jurisdiction
Liaise with service complaints team
Liaise with AFCA staff
Support appropriate outcomes
Draft jurisdictional assessments
Draft complaint assessments
Prepare communications
Maintain accurate records
Contribute to identifying trends
Contribute to improvement opportunities
Support report preparation
Provide administrative support
Manage sensitive matters
Handle complaints about AFCA staff conduct
How You'll Work.
Team & Collaboration
Small collaborative team; Liaise with AFCA staff
Communication Scope
Respond to enquiries; Prepare communications
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