Case Support Officer

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Key accountabilities

Decision Stage Administrative Support:

• Act as a point of contact for complaint parties and internal stakeholders in relation to decision stage files, responding to general queries and facilitating communication where appropriate.
• Provide administrative assistance for complaint files in the decision stage of the AFCA process.
• Prepare, issue and record decision-related correspondence accurately and in a timely manner, using approved templates and processes.
• Support the prompt dispatch of determinations and other decision stage correspondence to complaint parties.
• Exchange documentation and information between parties in the decision stage.
• Maintain accurate electronic and, where required, physical complaint records to support decision stage file management.
• Manage an allocated case load of files in the decision stage, ensuring administrative actions are completed within agreed timeframes.
• Escalate issues, risks or unusual matters arising on decision stage files to the relevant Decision Maker or Manager as required.

Service and Process Support:

• Provide accurate information to complainants and financial firms about AFCA’s decision stage processes and next steps.
• Work with Decision Makers and relevant AFCA staff to support efficient workflows, consistency of process and timely progression of decision stage complaints.
• Identify administrative process issues or opportunities for improvement.
• Meet performance measures within agreed AFCA processes and timeframes.
• Demonstrate AFCA values in professional interactions with complaint parties, Decision Makers, colleagues and other stakeholders.
• Understand and operate in compliance with applicable AFCA policies, procedures, systems, guidance documents and legislative requirements.
• Perform other duties that could reasonably be expected of the role, where they are consistent with the administrative support function.

Knowledge, skills & experience:

• Demonstrated experience providing administrative support in a fast-paced service or case management environment.
• Strong customer service focus and ability to communicate clearly and professionally with complainants, financial firms and internal stakeholders.
• Good organisational and time management skills, with the ability to manage competing priorities and maintain attention to detail.
• Ability to maintain accurate records and apply processes, procedures and templates consistently.
• Ability to work collaboratively with Decision Makers and other AFCA staff to support timely case progression.
• Sound judgment and the ability to identify when issues should be escalated.
• Good working knowledge of Microsoft Office and relevant case management systems.

• 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.

Please note, this role will be advertised internally for 10 business days, closing Tuesday 25th August