Start the new year with purpose, leveraging your Dispute Resolution skills to drive financial fairness! AFCA are a for purpose organisation. Our role is to assist consumers and small businesses to reach agreements with financial firms about how to resolve their complaints. We are a free community service. We are not a regulator or government organisation, we are a not-for-profit with an independent Board.  

With 2022 approaching, beat the new year job seeker rush and apply today! We have multiple opportunities for passionate Case Workers, across Banking & Finance. Joining AFCA means joining an organisation of passionate and intelligent people, who are motivated by driving positive change in the financial sector. 

As a flexible workplace, we are open to both permanent full time and permanent part time working arrangements.

• Benefit from hybrid working, which means you can work both from home and our incredible CBD offices.
• People first, diverse and inclusive culture with a strong sense of belonging.

• Salary Packaging & Bonus Christmas Leave!

About the opportunity

Reporting to the Team Manager - Banking and Finance, you will play a pivotal role in how we consider and resolve complaints across banking & finance products, specialising initially in disputed transaction complaints in the standard and complex stream.

Typically, in this role, you will:

• Be responsible for the management and resolution of complaints between complaint parties (complainants and financial firms)
• Identify key issues, request relevant information, and consider possible solutions that are fair in all the circumstances
• Help parties obtain effective solutions for complaints by conducting negotiations and conciliations to reach fair and efficient outcomes
• Where complaints cannot be resolved by negotiation or conciliation, you will investigate these complaints and provide your view on what is fair in all the circumstances having regard to relevant:
• legal principles
• applicable industry codes or guidance
• good industry practice
• previous decisions of AFCA or its predecessor schemes (which are not binding)
• Assist decision makers prepare complaints for a final decision called a Determination
• Provide detailed and accurate advice to stakeholders on AFCA policies, approaches, processes, and Rules
• Identify and escalate possible systemic issues or serious misconduct.

About you

To be successful in this role you have:

• A sound understanding of dispute resolution methods and processes within financial services
• Relevant demonstrated education and experience in a banking, finance or legal environment
• The ability to translate complex legal and financial concepts in plain English, both verbal and written
• Strong interpersonal skills and excellent oral and written communication skills with a focus on a high level of customer service. 

Life at AFCA!

• We support hybrid working which means you can work from both home and our conveniently located CBD offices, with state-of-the-art technology and facilities designed for flexibility, collaboration, and wellbeing.
• A range of free wellness initiatives support our people to be their best. From yoga and mindfulness classes, to annual skin checks and flu vaccinations, we are always striving to support our people to be happy and healthy.
• Our people work hard, so we like to reward them with extra days of paid leave each year over our Christmas shutdown period. So, if you would have usually worked over Christmas, enjoy a short break on us! We also offer the option to purchase up to 4 weeks additional annual leave per year.
• As a not-for-profit organisation, we offer both salary packaging and novated leasing arrangements.
• Our social club provides an annual calendar of amazing events including movie screenings, karaoke, morning teas and more!
• We pride ourselves on providing training and professional development for our people, to develop their skills and further their career.

To apply

AFCA has always been committed to building an inclusive culture where diverse backgrounds, perspectives, and identities are celebrated. It is important to us that everyone feels a strong sense of belonging. We know we perform at our best when we are empowered to be ourselves, and that this, in turn, enables our future success as an organisation. Joining AFCA means joining an organisation of passionate, intelligent people who are interested in financial fairness and driving positive change in the financial sector.

Apply now by submitting your resume and cover letter. To learn more about who we are and the work we do, please visit: www.afca.org.au 

AFCA is a 2021 Circle Back Initiative Employer – we commit to respond to every applicant. 

To apply:

Please refer to the attached Position Description for more information. To apply, please submit your resume and cover letter explaining why you think you’d be a great fit for this role.

For more information regarding this opportunity, please connect with Rosa Van Kuyk  – Recruitment & Careers Partner - [email protected], using the subject line: Case Analyst - Banking & Finance enquiry via EthicalJobs.