Total 9 job vacancies by AFCA

About the role

Make a real impact by supporting fair, timely and people‑centred outcomes.

Reporting to the Manager, People Advisory, the People Advisor will support leaders and employees across AFCA by providing accurate, timely and fair advice on routine to moderately complex people matters. You’ll manage advisory matters end‑to‑end, support early intervention, and ensure people processes are handled in line with legislation, policy and AFCA values.

You’ll also play an important role in improving People Advisory processes, tools and insights, helping uplift leader capability while maintaining a positive and human‑centred employee experience.

What you’ll be doing

• Provide practical advice to leaders and employees on performance, conduct, leave and employee lifecycle matters.
• Manage people advisory matters from intake through to resolution, ensuring compliance with legislation, policy and best practice.
• Coach leaders on early intervention and appropriate actions in performance and conduct matters, under guidance from the Manager, People Advisory.
• Coordinate and support low‑risk performance improvement processes, ensuring a consistent and fair approach.
• Draft people‑related documentation including letters, records of discussion and case summaries using established frameworks.
• Identify emerging themes, risks and opportunities and escalate insights to People Partners and the Manager, People Advisory.
• Contribute to continuous improvement of People Advisory processes, tools and guidance materials.
• Collaborate with People Partners on more complex employee relations matters by providing background analysis and coordination support.
• Support broader People & Culture projects and cyclical activities as required.

12‑month contract | Melbourne or Sydney | Flexible & hybrid work

Help shape how AI is responsibly embedded in a purpose‑led organisation

At the Australian Financial Complaints Authority (AFCA), fairness isn’t just a principle, it’s what guides everything we do. We’re now seeking a Change Management Consultant to join AFCA on a 12‑month contract, supporting the delivery of change initiatives across our AI program of work, one of the most exciting and strategically important transformations underway at AFCA.

This is an opportunity to work at the intersection of people, process and technology, ensuring AI enhances not replaces, human expertise.

About the role

Working closely with the Change Lead, you’ll play a hands‑on role in planning, delivering and embedding change activities that support the successful adoption of AI‑enabled tools and new ways of working.

You’ll partner with stakeholders across the organisation to assess impacts, engage teams, address concerns and build readiness, ensuring our people feel confident, supported and empowered as change is introduced.

This role offers meaningful exposure to responsible AI adoption, complex organisational change and strong collaboration across technology, data, operations and customer‑facing teams.

What you’ll be doing

• Conducting change impact assessments across program stages and outcomes
• Developing and delivering end‑to‑end change plans, including engagement, communications, training and readiness activities
• Facilitating workshops and engagement sessions with impacted stakeholder groups
• Building trusted relationships to support buy‑in, adoption and sustained change
• Working closely with Training and Communications Leads to ensure change interventions are aligned and cohesive
• Tracking adoption and effectiveness of change activities, providing insights to continuously improve outcomes
• Ensuring all change touchpoints are clear, consistent and connected for AFCA staff

About the role

We are seeking an experienced people leader with strong technical expertise in financial and loss calculations to lead a specialist team of financial calculation experts supporting complex complaints across investments and advice.

This role is first and foremost a leadership position, responsible for setting direction, coaching capability, quality‑assuring outcomes and driving consistent, timely service delivery. However, this is also a hands‑on technical role at times, requiring deep capability in loss calculations and financial analysis to support complex, high‑risk or escalated matters.

You will lead a team of specialists who provide expert loss calculations and technical advice to case workers, decision makers and Ombudsmen, and will be relied upon as a technical authority in this space.

Key responsibilities

People leadership & operational delivery

• Lead, coach and develop a team of financial and loss calculation specialists, fostering high performance, technical excellence and engagement
• Provide clear direction, regular feedback and coaching to support capability uplift and consistent decision‑making
• Manage team workflow, resourcing, performance planning and quality assurance in line with AFCA frameworks
• Create an environment of collaboration, learning and continuous improvement

• Technical leadership & hands‑on expertise

• Provide expert guidance on complex financial and loss calculations, including lending facilities, investments, break costs, portfolio valuation and remediation calculations
• Step in hands‑on to complete or review calculations for complex, sensitive or escalated complaints
• Ensure loss calculation methodologies are robust, consistent, transparent and aligned with AFCA Rules and industry practice
• Translate complex financial concepts into clear, plain‑English explanations for a broad audience

• Quality, risk & stakeholder engagement

• Quality‑assure specialist advice and calculations to ensure accuracy, fairness and consistency
• Act as a senior escalation point for complex technical issues raised by internal stakeholders
• Work closely with Operational Delivery leaders, decision makers and Ombudsmen to support high‑quality, timely outcomes
• Identify trends, emerging risks or potential systemic issues and escalate appropriately

The Product Designer will lead the research, design, and delivery of exceptional digital services for AFCA.

This is your chance to work across a diverse range of products at different stages of development, from early experimentation and optimisation to feature design and user journey mapping. You will have proven experience and feel comfortable working in multiple modes, including high-rates of experimentation and optimisation. Reporting into the Senior Manager -Customer Experience, this is a rare chance to utilise your design skills to enhance and optimise accessibility of AFCA’s services.

This is initially a 12 month fixed-term contract.

Typically in this role you will:

• Design intuitive, responsive, and accessible digital experiences for consumers and AFCA Members.
• Build prototypes, run usability testing, and refine designs based on real user feedback.
• Work closely with developers, product owners, and business stakeholders in a cross-functional team.
• Build and maintain a design system that ensures consistency and scalability across platforms.
• Establish and run user research programs to inform design decisions.

Be part of an organisation that stands on the side of fairness.

We are now seeking an experienced Legal Counsel to join our Office of the General Counsel, supporting AFCA’s corporate, commercial, employment and litigation risk matters. This is an opportunity to apply your legal expertise in a purpose-driven organisation where your advice genuinely shapes outcomes and protects public trust.

Reporting to the Senior Manager, Legal Counsel (Corporate), you will provide high‑quality legal advice across AFCA’s operations, ensuring our legal obligations are met and risks are well managed, with reputation always front of mind.

This is a broad, hands‑on role where you will:

• Advise on corporate and commercial law, including data, AI tools and emerging technologies
• Draft, review and negotiate commercial agreements covering technology, procurement, property, employment and confidentiality
• Provide advice on AFCA’s Rules, policies and operational guidelines
• Proactively identify and manage legal and litigation risk
• Support and manage external counsel, disputes and litigation matters
• Monitor and communicate changes in law and regulation impacting AFCA
• Partner with stakeholders across the organisation to deliver practical, solutions‑focused advice
• Help build legal capability through internal training and knowledge sharing

This is more than a legal role, t’s an opportunity to safeguard fairness, support community trust and help shape how justice is delivered in Australia’s financial system.

If you’re looking to do meaningful work with real social impact, while continuing to grow your legal career in a supportive, values‑driven environment, we’d love to hear from you.

This is initially a 12-month contract role. 

You’ll be the go‑to escalation point for incident and request management in Information Services, specialising in the Case Management System and other Tier 1 business‑critical applications. Working within the IT Helpdesk team, you’ll provide expert support to users by resolving escalated issues through the service desk, reporting directly to the Help Desk Support Manager. 

Typically, in this role you will:

• Provide an escalated point of contact for users, managing incidents and requests via a service desk function.
• Manage IT service requests related to CMS and Tier 1 applications from users via email, telephone, web logging, and walk ups, resolving incidents and service requests at the point of escalation wherever possible.
• Act as an SME for the Case Management System and other Tier 1 core applications requiring escalation from level 1 support.
• Be the conduit from Level 1 to through to Level 3 ensuring that any areas to uplift the knowledge is transferred via clear documentation, walked through and is understood with confidence.
• Knowledge and awareness of changes & enhancements to the CMS are shared and kept up to date via the Knowledge Base resources to support troubleshooting of incident and request escalated to IT Support.
• Support 1st level as required to deliver and meet targets as required by the business. This may include supporting Helpdesk as directed.
• Be a key representative to the business surrounding CMS to share knowledge and support learning for operational teams.

Step into a role where your expertise can genuinely shape Australia’s response to scams.

In this newly created position, the Digital Platforms Industry Lead, will drive the development and implementation of digital platforms-related components of the Scams EDR Program. This is a rare opportunity to help protect millions of consumers in one of the fastest‑moving areas of the digital economy. You’ll bring your technical and regulatory know‑how to craft smart, scalable dispute‑resolution approaches, lead the digital‑platforms components of the program, and influence how platforms, regulators and industry tackle scam risks.

If you thrive in complex, emerging spaces and want to make a real impact on fairness, safety and national outcomes, this is your chance to be part of something groundbreaking. This is initially a 12 month contract opportunity. 

Typically in this role you will: 

• Provide expert advice on digital platform infrastructure, systems and regulatory frameworks, helping the Scams EDR Program Team (and others) navigate the complexities of scam‑related complaints.
• Lead the design, development and rollout of all digital‑platform components within the Scams EDR Program, shaping how AFCA supports consumers and industry.
• Partner with legal, policy, technology and operational teams — as well as external stakeholders — to ensure digital‑platform risks, opportunities and insights are fully integrated into the SPF and program design.
• Drive the creation of high‑quality guidance, training materials and internal knowledge resources that strengthen organisational capability in digital platforms and scams.
• Stay ahead of changes in regulation, standards and industry practice, bringing proactive insights that influence AFCA’s approach.
• Lead and support engagement with digital platform providers, industry bodies and regulators (including the ACCC), representing AFCA with confidence and credibility.
• Contribute to risk assessments and mitigation strategies to address digital‑platform vulnerabilities within the Scams Prevention Framework.
• Represent AFCA in cross‑sector working groups, forums and consultations, helping shape national conversations on scam prevention.
• Provide technical expertise to training, public education and awareness initiatives focused on digital‑platform scam vectors.
• Champion AFCA’s role in building community awareness and reducing scam vulnerability through targeted education campaigns.
• Undertake other key activities required to implement the Scams Prevention Framework and establish effective dispute‑resolution arrangements.

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

Behind our impact is an organisation powered by strong leadership and we’re looking for an Executive Assistant who thrives on creating order, anticipating needs, and enabling senior executives to do their best work.

We now have an exciting opportunity for a highly capable Executive Assistant to primarily support our Chief Customer Officer (CCO) and at times, one other Executive.

As a trusted partner to the CCO, you will operate with autonomy, confidentiality, and exceptional judgement. Your mission? To ensure their time, focus and priorities are optimised so they can focus on leading strategic initiatives that improve experiences for our people, members and consumers.

You’ll be the glue that keeps everything running smoothly: anticipating needs before they arise, streamlining complex workflows, and creating seamless interactions across teams, leaders, and external stakeholders.

This role is more than administration, it’s a strategic enabler of executive effectiveness.