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Case Manager

Australian Financial Complaints Authority

About AFCA

The Australian Financial Complaints Authority (AFCA) is here to resolve financial complaints between Australians and financial firms like banks, credit providers and insurance companies

We are a new and growing one-stop-shop that provides consumers and small businesses with access to free and independent financial complaint resolution.

Our role as an independent and impartial ombudsman is to make sure that both parties have an opportunity to be fairly heard. If the parities can't reach an agreement together, we will provide a fair and binding decision. We don't take sides or advocate for one party or the other. Our service is offered as an alternative to tribunals and courts to resolve complaints consumers and small businesses have with their financial firms.

Do work with purpose in our Banking and Finance, Financial Difficulty, Investments and Advice teams

The Australian Financial Complaints Authority (AFCA) is here to resolve financial complaints between Australians and financial firms like banks, credit providers and insurance companies.

Over 40% of all complaints we get at AFCA relate to credit products. This means our Banking and Finance team is one of the most active and exciting areas in our business - and a place you can make a real difference.

AFCA's Case Managers play a central role in how we consider complex and difficult complaints, using experience in negotiation, conciliation or case work investigation and assessment to resolve financial complaints fairly and efficiently.

Working as part of a team, case managers review complex complaints from consumers and small businesses that have not been able to be resolved directly with the financial firm, and impartially negotiate a fair outcome for all.

Who we are looking for

AFCA people are intelligent, with curious minds and a passion for fairness and justice. We value transparency, honesty and accountability. We are customer focused, proactive and always make sure we provide high quality outcomes.

The successful candidate will be helpful, responsive, resourceful and approachable, and know how to use their professional negotiation skills to get results.

They will also have extensive experience working across a complex case load with competing priorities and analysing information to make logical comprehensive decisions.

We want people who can make accountable decisions, and can demonstrate skills in analysing and investigating issues, as well as developing and negotiating solutions.

Being good with people and having strong interpersonal skills is essential. You will be able to draft detailed and logical decisions and explain complex legal and financial concepts in plain English.

As a new organisation, we need people who want to make AFCA a great place to work and embody our culture of being fair, independent, transparent, accountable, honest, respectful, proactive and customer focused.

We want people with empathy, who can speak plainly, have a sense of natural justice and community standards, and who can make stakeholders feel heard.

Most importantly, we want people who understand what we mean when we say, "AFCA is on the side of fairness".

Tertiary qualifications in legal, finance or commerce and/or equivalent industry experience is highly preferred.


The salary range for this role is $95,000 - $101,000 per annum plus 9.5% superannuation, based on skills and experience.

How to apply

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