Assessment Specialist, Scams

About the role

AFCA is preparing to become the Australian Scams Ombudsman from 31 March 2027, when eligible scam complaints can be brought to it under the Scams Prevention Framework after an internal dispute resolution process. It is building the scheme from the start, with roles commencing at the end of January 2027. As an Assessment Specialist you will provide the first assessment of every scam complaint, establish what happened, identify the regulated entities involved and decide whether the complaint falls within your jurisdiction, then assess its urgency and route it to the right team.

Key responsibilities

• Deliver a caring, trauma-informed experience for people who may be distressed or unsafe, making reasonable adjustments to support their participation
• Triage complaints by identifying the issues, the outcome sought and the regulated entities involved
• Weigh urgency, complexity and continuing harm so those who need help most are supported first
• Maintain ownership of each complaint, explore early resolution where appropriate and give a complete handover to Dispute Resolution
• Identify scam methods, potential systemic issues and gaps in industry protections and refer them so they inform how the framework works in practice

Required profile

• Strong analytical skills, able to identify key issues and timelines in a complex matter and separate essential information from what can wait
• Sound judgement and the confidence to make decisions and know when to escalate
• Clear, plain and empathetic communication, especially with people in difficult circumstances
• Ability to manage robust conversations with regulated entities and distressed customers
• Comfort working at pace through a steady flow of complaints
• A genuine interest in fairness and good outcomes for consumers

What we offer

• Hybrid working with three days a week in the offices
• Additional and inclusive leave options, including flexible public holidays, gender affirmation leave, women's health leave and bonus paid time off over the end-of-year period
• Gold AWEI Accreditation 2025 and an accredited Family Friendly Workplace