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Case Analyst

Australian Financial Complaints Authority - Sydney, NSW

Banking & Finance
Source: uWorkin


About the opportunity

Our focus on nurturing internal talent has resulted in multiple recent promotions. Due to this, we are seeking Case Analysts that come from law and insurance industry backgrounds. These opportunities are being initially offered as 2-year contracts.

Case Analysts at AFCA are passionate about complaint resolution and sit broadly across our Operational Delivery function. They are aligned to the different financial products AFCA resolves complaints for. Case Analysts are customer focused and can identify key issues, assessing and applying the appropriate complaint resolution method to resolve complaints.This is achieved by working collaboratively with internal and external stakeholders, financial firms and complainants.

Typically, in this role you will:

  • Process complaints in accordance with the agreed AFCA complaint resolution procedure
  • Analyse and consider which complaint resolution method, such as negotiation, conciliation or decision may be appropriate
  • Input and maintain accurate information about complaints, complainants, and issues in the case management system
  • Communicate with financial firms and complainants clearly, respectfully and accurately whilst providing sound advice and information on AFCA policies, procedures, and approach documents
  • Where appropriate, facilitate negotiation between the parties to a complaint or conduct a Telephone Conciliation Conference to resolve the complaint
  • Draft well-reasoned documents in plain English

About you

To be successful in this role, you'll come equipped with:

  • Relevant tertiary qualifications in Law or Finance and/or strong experience in the financial, legal, or alternative complaint resolution sectors.
  • Exceptional legal and complaint management skill, to skilfully investigate issues and negotiate solutions that meet community standards and drive financial fairness.
  • The ability to effectively lead conciliation meetings between complainants and financial firms.
  • Excellent judgement and decision-making ability, which is analytical, logical and a collaborative and team focused approach.
  • The ability to maintain detail and accuracy in your work, whilst working towards service targets.
  • Outstanding written and verbal communication skills.

Salary and benefits

  • Flexible working arrangements and positive work / life balance.
  • Being a not for profit, we can offer Salary Packaging options including Novated Leasing arrangements.
  • The option to purchase additional Annual Leave, up to 4 weeks per year.
  • We close for Christmas and for this shutdown, have special leave. So, if you would have usually worked, enjoy a short Christmas break on us!
  • Extensive health and wellbeing initiatives, from yoga and boot camp, to annual skin checks, fresh fruit and flu vaccinations.
  • Staff-run social club that provides an annual calendar of engaging events, which we are currently running virtually.
  • Genuine opportunities for training and career growth.

To apply

To apply, please submit your resume and cover letter explaining why you think you'd be a great fit for this role.

AFCA has always been committed to building an inclusive culture where diverse backgrounds, perspectives, and identities are celebrated. We know we perform at our best when we are empowered to be ourselves, and that this, in turn, enables our future success as an organisation. Joining AFCA means joining an organisation of passionate, intelligent people who are interested in financial fairness and driving positive change in the financial sector through alternative dispute resolution, innovative solutions, education, and communication.

AFCA is a 2021 Circle Back Initiative Employer - we commit to respond to every applicant.