Rules Officer

About the role

The Rules Officer works with complainants and financial firms to gather the information needed to decide whether a complaint falls within AFCA's jurisdiction. The role involves analysing complaints, identifying key issues and requesting documentation so that complaints can be resolved early, and generally manages less complex jurisdictional matters.

Key responsibilities

• Assess and process complaints in line with AFCA Rules and procedures, and prepare documentation for case transfer or closure.
• Liaise with complainants and financial firms to clarify issues and outcomes, and update the case management system with complaint details.
• Provide clear guidance on AFCA's Rules, processes and required documentation, and identify customer vulnerabilities and offer support.
• Review new complaints to determine jurisdiction and key issues, communicate decisions fairly and escalate complex matters.
• Facilitate negotiations, flag potential systemic issues or misconduct, and seek legal advice on complex cases.
• Work with internal teams to ensure consistent complaint handling, support continuous improvement, assist and mentor less experienced staff, and handle general complaint tasks such as correspondence and calls.

Required profile

• Tertiary qualification and/or experience in financial, legal, government, community or dispute resolution sectors.
• Strong analytical skills, negotiation ability and decision-making.
• Excellent written and verbal communication, able to explain complex concepts in plain English.
• Basic understanding of financial products and AFCA's complaint resolution process, with quick learning ability.
• Detail-oriented, self-motivated and able to work autonomously and collaboratively.

What we offer

• Flexible work options, including hybrid arrangements with two days a week in the office.
• Inclusive leave options and a Gold AWEI Accredited workplace.
• A supportive, diverse culture with opportunities to deepen expertise.