About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. Since its inception it has received more than 634,000 complaints and has secured $2.1 billion in compensation for consumers. AFCA employs over 1,600 dedicated professionals.

Job Description

We’re looking for 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 phone‑based 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.

Success Factors

- Technical: Phone based customer service skills, basic computer skills, data entry, 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 centre (desired)
- Attributes: friendly and service‑oriented, empathetic, team player, self‑motivated and learning agility, results‑driven, patient, stable and consistent

Qualifications

To be successful in this role you should have demonstrated experience in a structured,



phone‑based customer service workplace, ideally within a customer contact centre setting. Experience in banking, financial services, superannuation, insurance or a similar high‑volume contact environment is preferred. Strong verbal and written communication skills and the ability to manage conflict and navigate difficult interactions in a calm and empathetic manner are essential. Experience with scams will be highly regarded.

Benefits and Perks

- Hybrid working arrangements available
- Full‑time attendance in the office required for 5‑week onboarding
- Competitive salary based on experience
- Performance‑based bonus and incentive opportunities
- Flexible hybrid working arrangements (3 days office, 2 days WFH after 6 months) and “Dress for Your Day” culture
- Employee Assistance Program (EAP), discounted health insurance and wellbeing benefits
- Paid volunteering leave, additional leave purchase options and other lifestyle benefits
- Complimentary breakfast, fresh fruit and employee discounts
- End‑of‑Trip facilities available for bicycle storage and showers with lockers, towels and hair dryers provided

Location and Working Hours

Job based in Sydney . Hybrid model: 3 days in office, 2 days to work from home. Full‑time attendance for 5‑week onboarding. Permanent and ongoing basis. Compensation: Rotationally determined salary based on experience.

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