Assessment Specialist, Scams

The Australian Scams Ombudsman team at AFCA is taking shape

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.

Help build something Australia has never done before

AFCA is preparing for an important new chapter as the Australian Scams Ombudsman. From 31 March 2027, consumers and small businesses will be able to bring eligible scam complaints to us under the Scams Prevention Framework following an internal dispute resolution process.

We are establishing the scheme now and are seeking people to join us from the start. Roles commence at the end of January 2027.

As an Assessment Specialist, you will provide the critical first assessment of every scam complaint. You will establish what has occurred, identify the regulated entities involved and determine whether the complaint falls within our jurisdiction under the Scams Prevention Framework. You will then assess its urgency and ensure it reaches the right team with the information they need to progress it.

Responsibilities

Deliver a caring, trauma-informed experience for people who may be distressed or unsafe, making reasonable adjustments to support their participation; Triage complaints by identifying the issues, the outcome sought and the regulated entities involved; Weigh urgency, complexity and any continuing harm, so that the people who need help most are supported first; Maintain ownership of each complaint while it remains with you, explore early resolution where appropriate, and provide a complete handover to Dispute Resolution; Identify scam methods, potential systemic issues and gaps in industry protections, and refer them so they inform how the framework operates in practice

Requirements

Strong analytical skills, with the ability to identify the key issues and timelines in a complex matter and distinguish essential information from what can wait; Sound judgement, and the confidence to make a decision and to know when to escalate; Clear, plain and empathetic communication, particularly with people in difficult circumstances; The ability to manage robust conversations with regulated entities and with distressed customers; Comfort working at pace through a steady flow of complaints; A genuine reason for being here. We are looking for people who care about fairness and good outcomes for consumers.