Rules Officer

Job Description

The role of a Rules Officer is to work with complainants and financial firms to obtain the necessary information to decide whether a complaint falls within AFCA’s jurisdiction. The role requires the analysis of complaints, identification of key issues and the requesting of documentation from complainants and financial firms to facilitate the early resolution of complaints. The role will generally manage less complex jurisdictional matters.

More specifically, the role will include:

Complaint Processing

• Assess and process complaints in line with AFCA Rules and procedures.
• Prepare documentation for case transfer or closure, and maintain accurate records.
• Handle general complaint tasks including correspondence and calls.

• Customer Service & Communication

• Liaise with complainants and financial firms to clarify issues and outcomes sought.
• Update case management system (CMS) with relevant complaint details.
• Provide clear guidance on AFCA’s Rules, processes, and required documentation.
• Identify customer vulnerabilities and offer appropriate support.

• Complaint Management & Investigation

• Review new complaints to determine jurisdiction and key issues.
• Communicate decisions clearly and fairly, escalating complex matters as needed.
• Facilitate negotiations and support consistent, transparent outcomes.
• Flag potential systemic issues or misconduct for further review.

• Collaboration & Quality Assurance

• Work closely with internal teams to ensure consistent complaint handling.
• Support continuous improvement of service delivery.
• Assist and mentor less experienced staff.
• Seek legal advice on complex cases when required.

Qualifications

Qualifications & Sector Experience - Tertiary qualifications and/or experience in financial, legal, government, community, or dispute resolution sectors.

Decision-Making & Problem Solving- Strong analytical skills with the ability to investigate issues, negotiate solutions, and make sound, accountable decisions.

Communication & Customer Service -Excellent written and verbal communication, with the ability to explain complex concepts in plain English and engage effectively with diverse customers.

Financial Services Knowledge - Basic understanding of financial products and AFCA’s complaint resolution process, with the ability to learn quickly.

Work Ethic & Adaptability - Detail-oriented, self-motivated, and able to manage priorities in a fast-paced environment while meeting performance targets.

Teamwork & Independence - Capable of working autonomously and collaboratively, with maturity and adaptability.

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected].

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers. 

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.