First Nations Customer Service Officer – Expression of Interest

Be a part of something meaningful

At AFCA, we believe everyone deserves a fair chance at resolution. But not everyone comes to us with the same background, capacity, resilience or resources.

Our Equity of Access Program is transforming how we support people—making our service easier to navigate, more accessible, and more responsive. It empowers people to engage with us in the way that works for them, with support offered early so complaints can be resolved faster and more fairly.

Alongside this, our vision for reconciliation is an inclusive, equitable and culturally responsive financial services system. We recognise our unique opportunity to drive improvements that reflect the strength, wisdom and self-determination of Aboriginal and Torres Strait Islander peoples.

This identified role is part of both commitments. It brings together customer service excellence with culturally responsive support—helping ensure fairness is something everyone can access and feel.

The Customer Service team is the gateway to AFCA. As a Customer Service Officer, you’ll support all consumers and members by providing clear, accurate and thoughtful guidance across a wide range of enquiries and complaints.

You’ll be the first point of contact, building rapport, understanding each person’s situation, and helping them navigate AFCA’s processes with confidence and care.

This identified role also includes an added focus on supporting First Nations people when required. In these moments, you’ll provide culturally appropriate support, helping ensure experiences are accessible, respectful and responsive. Through this work, you’ll help strengthen trust and contribute to our commitment to Reconciliation and Equity of Access.

About you

You’re motivated by helping others and guided by a strong sense of fairness. You bring a thoughtful, empathetic approach and communicate with clarity and respect, ensuring people feel heard and supported.

You have experience working in a fast-paced, structured customer service environment—with inbound contact centre experience valued but not essential—and are confident managing multiple tasks while staying organised and focused.

You demonstrate

Most importantly, you’re passionate about contributing to meaningful change—helping create a more accessible, respectful and equitable experience for everyone who engages with AFCA.

Responsibilities

Manage consumer and member calls and chat by building rapport, understanding their needs and providing accurate information; Provide clear guidance on AFCA, our jurisdiction and complaint resolution process; Deliver culturally appropriate support to First Nations people when required, identifying needs and facilitating an accessible, respectful experience; Accurately manage complaints received via phone, email, online or other channels in line with AFCA processes; Proactively identify any need for additional or time-critical support; Identify complaint trends and share insights with your Team Leader; Look for opportunities to improve efficiency, customer experience and team outcomes; Support ad hoc initiatives and continuous improvement activities

Requirements

A strong understanding of Aboriginal and Torres Strait Islander cultures, with the ability to apply this knowledge to deliver culturally appropriate support; The ability to communicate sensitively and build respectful relationships with Aboriginal and Torres Strait Islander peoples and stakeholders; A results-driven mindset, with a commitment to meeting individual and team goals; Excellent verbal and written communication skills, with strong active listening to understand and support customers; A friendly, customer-first approach, underpinned by empathy and care; The ability to manage challenging or complex interactions calmly, showing resilience and professionalism; Strong organisation and time management skills, with the ability to prioritise and handle multiple tasks; Confidence working with systems and technology, and the ability to learn quickly and adapt to change; A proactive approach to working both independently and collaboratively in a team environment