AFCA
financial ombudsman
CustomerServiceOfficer
Neural analysis suggests this role is
optimal for mid candidates.
“Customer Service Officer at AFCA. Skills: Phone based customer service skills, customer focus, communication (verbal and written), empathy, resilience, organisation, process and detail orientation, defusing conflict, managing difficult interactions. deliver exceptional phone based customer service to consumers, complainants, representatives, and AFCA members. interact directly with complainants to understand their issues, provide accurate information, and guide them through the AFCA processes”
Industry & Context.
Full-time attendance in the office required for 5 week onboarding
What They're Looking For.
Must Have
demonstrated experience in a structured, phone-based customer service environment, computer literacy, ability to quickly learn new processes and technology, ability to manage competing demands in a fast-paced environment, ability to effectively balance and flex between calls, chat, and repetitive administrative tasks
Nice to Have
inbound contact centre experience
What You'll Do.
deliver exceptional phone based customer service to consumers
interact directly with complainants to understand their issues
provide accurate information
and guide them through the AFCA processes
How You'll Work.
Communication Scope
communication (verbal and written)
Full Job Description
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. Are you a customer service professional who loves helping others? Do you excel on the phone, managing challenging interactions and resolving conflicts? If so, this might be the perfect opportunity for you! We're looking for Customer Service Officers to join our team on a permanent and ongoing basis at AFCA. The primary function of this role is to deliver exceptional phone based customer service to consumers, complainants, representatives, and AFCA members. As a Customer Service Officer, you'll interact directly with complainants to understand their issues, provide accurate information, and guide them through the AFCA processes. Note: Hybrid working arrangements are available. Full-time attendance in the office required for 5 week onboarding. Success Factors: * Technical: Phone based customer service skills, basic computer skills, data entry, chat management, de-escalating conflict * Capabilities: customer focus, communication (verbal and written), empathy, resilience, organisation, process and detail orientation * Experience: customer service, defusing conflict and managing difficult interactions, inbound contact centre (desired) * Attributes: friendly and service-oriented, empathetic, team player, self-motivated and learning agility, results-driven, patient, stable, and consistent ## Qualifications To be successful in this role, you should have de
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