As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference. 

Are you a customer service professional who loves helping others? Do you excel at managing challenging interactions and resolving conflicts? If so, this might be the perfect opportunity for you!

We're looking for multiple Customer Service Officers to join our team on a permanent and ongoing basis at AFCA. The primary function of this role is to deliver exceptional customer service to consumers, complainants, representatives, and AFCA members. As a Customer Service Officer, you'll interact directly with complainants to understand their issues, provide accurate information, and guide them through the AFCA processes. Your responsibilities will also include accurately recording complaints received from various channels and maintaining precise records. Note: Hybrid working arrangements are available. Full-time attendance in the office required for 5 week on-boarding.

The Assessment Centre for this role will take place on Friday 28th March and successful candidates can expect to start on the first week of May.

To be successful in this role, you should have demonstrated experience in a structured customer service environment, strong verbal and written communication skills, and an ability to deal with conflict and difficult interactions in a calm and empathetic manner. Inbound call centre experience is highly regarded but not essential. You should also have good computer literacy, the ability to learn new processes and systems quickly, and adapt to changes in the workplace. Strong organisation skills and the ability to juggle and flex between calls, chat, and repetitive admin tasks are also important.

Success Factors:

• Technical: basic computer skills, data entry, phone and chat management, de-escalating conflict
• Capabilities: customer focus, communication (verbal and written), empathy, resilience, organisation, process and detail orientation
• Experience: customer service, defusing conflict and managing difficult interactions, inbound contact center (desired)
• Attributes: friendly and service-oriented, empathetic, team player, self-motivated and learning agility, results-driven, patient, stable, and consistent

Life at AFCA

Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourish! 

To apply

If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don’t meet every single criterion. 

We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities. We strive to provide a recruitment experience that’s fair, inclusive and accessible. If you have any specific accessibility requirements, please reach out to the recruiter who is managing this process or email us at Careers@afca.org.au. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply. 

AFCA is a 2024 Circle Back Initiative Employer - we are committed to responding to every applicant.