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 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.

The primary purpose of this role is to triage all incoming correspondence sent to info@afca, ensuring enquiries are accurately assessed, responded to where appropriate and directed to the relevant business area in a timely manner. This includes providing clear, professional responses to basic enquiries about AFCA’s services, supporting a positive and efficient customer experience.

The role is also responsible for managing AFCA’s incoming postal mail, including the accurate registration, handling and distribution of correspondence in line with organisational processes and timeframes.

Additionally, the role provides administrative support across the organisation, with a particular focus on assisting the Privacy and Legal teams by gathering, collating and preparing information from the case management system to support privacy, legal and information access requests.

Key accountabilities

General Administration:

• Provide general administrative support as required, including but not limited to file retrieval, translation requests and document handling.
• Respond to queries about incoming correspondence and administrative processes from internal and external stakeholders.
• Ensure accuracy, confidentiality and timely handling of information to support privacy, legal and information access requests.
• Exchange documentation and information between parties in the decision stage.

Correspondence Triage & Enquiries

• Triage all incoming correspondence received via info@afca, ensuring matters are accurately assessed and directed to the appropriate team in a timely manner.
• Respond to basic enquiries about AFCA’s services in a professional, clear and customer-focused manner.
• Identify urgent or sensitive matters and escalate appropriately in accordance with internal processes.
• Manage AFCA’s incoming and outgoing postal mail, including registering and distributing correspondence in line with organisational procedures and timeframes.

Service Delivery & Continuous Improvement:

• Maintain effective relationships with AFCA teams to understand processes and contribute to continuous process improvement of correspondence handling and administrative workflows.
• Collaborate with internal stakeholders to improve efficiency and consistency across the business.
• Meet performance measures for providing timely, accurate and helpful assistance to AFCA staff and stakeholders.
• Demonstrate AFCA values of fairness, independence, transparency, accountability, empathy and customer focus in all interactions.
• Work collaboratively with managers and staff to support awareness of AFCA processes, including contributing to documentation and internal communications where required.
• Comply with all applicable AFCA policies, procedures, systems, legislation and guidance documents.
• Undertake other duties as reasonably required by the role.
• Make AFCA a great place to work and develop and maintain constructive and cooperative working relationships with others.

Knowledge, skills & experience

• Most importantly, you should be able to understand what is meant when we say, “AFCA is on the side of fairness”. You should also be customer focused and committed to providing clear, respectful and effective service to all stakeholders who use AFCA’s services.
• Demonstrated experience in administration, correspondence handling and/or customer service roles.
• Strong written and verbal communication skills, including the ability to respond to enquiries clearly, professionally and in plain language.
• Experience triaging and managing high volumes of incoming correspondence, with the ability to assess, prioritise and direct matters appropriately.
• Proven ability to handle sensitive and confidential information with discretion, particularly in the context of privacy, legal or information access requests.
• Strong computer literacy, including experience using Microsoft Office products and case management or record-keeping systems.
• Good organisational skills, with the ability to manage competing priorities, meet deadlines and maintain attention to detail.
• Ability to work independently and collaboratively within a team environment.
• Sound problem-solving skills, with a proactive approach to identifying issues and improving processes.
• Ability to understand the nature of complaint resolution processes and associated correspondence within a regulatory or dispute resolution environment.

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

Please note, this role will be advertised internally for 10 business days, closing Tuesday 25th August