Case Support Administrator
Share
Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
The Case Support Administrator is responsible for providing direct operational support to case workers including the gathering and exchanging of material and the dispatch of preliminary assessments and decisions. Reporting to the Manger Case & Operational Support you will be joining our Operational Excellence function. You may come from a range of administration backgrounds with the ability to engage with a range of stakeholders at AFCA. We are seeking someone who has excellent attention to detail and strong administration skills.
Typically in this role you will:
- Keep cases moving: Respond promptly to enquiries prepare professional correspondence and dispatch determinations on time.
- Own the detail: Maintain accurate records case notes and complaint files both electronic and physical.
- Support resolution: Manage a small caseload triage correspondence and assist with documentation exchanges between parties.
- Drive improvement: Work with managers and teams to streamline workflows and enhance service delivery.
- Collaborate and contribute: Build strong relationships across AFCA support systemic issue reviews and help raise awareness of AFCA processes.
What were looking for:
- Strong administration skills and sharp attention to detail.
- Ability to work autonomously while thriving in a team environment.
- Excellent communication skills and confidence engaging with diverse stakeholders.
- A proactive mindset with a focus on continuous improvement.
Qualifications :
To be successful in this role you will need:
- A high level of commitment to alternative complaint resolution and customer service
- Experience in administration and coordination
- Demonstrated experience in time management and organisational skills
- Sound experience in communication and stakeholder engagement
- The ability to drive efficient outcomes in a busy environment
- A good understanding of word and outlook
Additional Information :
- BOSS Best Places to Work 2024 credited for its culture engagement and flexible working arrangements.
- Most Inclusive Workplace 2024 Australian HR Institute (AHRI) Awards.
- Employer of Choice Public Sector and NFP Australian HR Awards 2023
- Bronze AWEI Accreditation 2024 Recognised for LGBTQ workplace inclusion.
- Accredited Family Friendly Workplace Supporting work-life balance and inclusivity.
- Hybrid working Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
- Inclusive leave options Flexible public holidays 20 weeks paid parental leave gender affirmation leave womens health leave and paid time off over Christmas.
- Financial benefits Not-for-profit salary packaging to boost take-home pay.
- Locations A team of over 1200 dedicated professionals based in modern Melbourne and Sydney CBD offices.
To apply
If youre passionate about fairness and believe your skills align with this role we encourage you to applyeven if you dont 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
Please note that AFCA is closed from midday AEDT Wednesday 24 December 2025 reopening 9am AEDT Friday 2 January 2026.
As such updates regarding application progress may take longer than usual. We will however update you as soon as possible.
AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Project Portfolio Management
- Motivational Interviewing
- HIPAA
- Computer Skills
- Intake Experience
- Lean Six Sigma
- Conflict Management
- Case Management
- Team Management
- Program Development
- Social Work
- Addiction Counseling
About Company
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 ... View more
