Job Description

Key accountabilities

Decision Stage Administrative Support:

- Act as a point of contact for complaint parties and internal stakeholders in relation to decision stage files, responding to general queries and facilitating communication where appropriate.
- Provide administrative assistance for complaint files in the decision stage of the AFCA process.
- Prepare, issue and record decision-related correspondence accurately and in a timely manner, using approved templates and processes.
- Support the prompt dispatch of determinations and other decision stage correspondence to complaint parties.
- Exchange documentation and information between parties in the decision stage.
- Maintain accurate electronic and, where required, physical complaint records to support decision stage file management.
- Manage an allocated case load of files in the decision stage, ensuring administrative actions are completed within agreed timeframes.
- Escalate issues,



risks or unusual matters arising on decision stage files to the relevant Decision Maker or Manager as required.

Service and Process Support:

- Provide accurate information to complainants and financial firms about AFCA’s decision stage processes and next steps.
- Work with Decision Makers and relevant AFCA staff to support productive workflows, consistency of process and timely progression of decision stage complaints.
- Identify administrative process issues or opportunities for improvement.
- Meet performance measures within agreed AFCA processes and timeframes.
- Demonstrate AFCA values in professional interactions with complaint parties, Decision Makers, colleagues and other stakeholders.
- Understand and operate in compliance with applicable AFCA policies, procedures, systems, guidance documents and legislative requirements.
- Perform other duties that could reasonably be expected of the role, where they are consistent with the administrative support function.

📌 Case Support Officer (Melbourne)
🏢 AFCA
📍 Melbourne