Rules Specialist
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Job Location:
Monthly Salary:
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
The main purpose of this role is to work with complainants and financial firms to ensure they understand the complaint resolution process.
The Rules Teams main objective is to quickly and correctly decide whether a complaint can be considered by AFCA. To do this you will analyse complaints identify key issues and request documentation and information from complainants and financial firms to determine whether AFCA has scope to consider a complaint under the AFCA Scheme Rules. This is a brilliant opportunity for someone with experience in analysing and investigating complex issues and matters who is ready for the next step at AFCA.
Key Accountabilities:
Complaint management
- Review and obtain a comprehensive understanding of the complaint the jurisdictional issues involved and process complaints in accordance with the Rules Procedure
- Apply a sound understanding of the AFCA Scheme Rules to individual complaints including any relevant legal and fairness principles and applicable industry codes or internal advice
- Manage your own case load of jurisdictional complaints in an efficient and timely manner ensuring all Key Performance Indicator targets are met
- Ensure complaints are correctly recorded on the AFCA case management system.
Service delivery
- Handle general and complex calls and queries from complainants and financial firms
- Communicate the outcome of jurisdictional assessments to financial firms and complainants clearly respectfully and accurately
- Provide helpful accurate and easy to understand information about AFCA the AFCA Scheme Rules and how they apply to an individuals complaint.
- Identify and escalate possible systemic issues serious contraventions or serious misconduct to the Systemic Issues Manager Systemic Issues team and/or the Ombudsman.
Quality assurance
- Provide guidance and assistance to other staff on their work for training development and learning.
Leadership
Rules Specialists require resilience to manage competing priorities complexity of jurisdictional issues and overcome obstacles and impediments. As part of the role Rules Specialists are required to:
- Learn from experience and identify areas for self-improvement and growth
- Manage challenging behaviours on complex jurisdictional complaints as they arise
- Show initiative proactivity and accountability.
Qualifications :
To be successful in this role you will need:
- Relevant tertiary qualifications in legal and/or financial services experience
- A demonstrated ability to communicate effectively both verbally and in writing and deliver an exceptional customer experience to our stakeholders
- Experience in analysing and investigating complex issues and matters
- An ability to draft detailed and professional documents with a high level of attention to detail
- An ability to identify key messages and information required for decision making breaking down complex information including complex legal and financial documents so that it can be understood by various stakeholders. Providing not only an assessment of our jurisdiction but why that decision was made with specific reference to the AFCA Scheme Rules
- Excellent organisation and time management skills with an ability to move between multiple activities projects and assess a wide variety of complaints across multiple product lines
- Proven empathy and interpersonal skills
- An ability to critically think and analyse complex information to determine whether AFCA has the scope to consider the complaint
- An ability to work both autonomously but also be involved with the team share ideas openly and contribute to team discussions.
Additional Information :
Whats on offer
- 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 apply even 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
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
- Sales Experience
- Crane
- Customer Service
- Communication skills
- Heavy Equipment Operation
- Microsoft Word
- Case Management
- OSHA
- Team Management
- Catheterization
- Microsoft Outlook Calendar
- EHS
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
