Case Support Officer

Location: Melbourne, VIC, Australia. Hybrid working with two days per week in the office.

Company

AFCA is a not-for-profit financial ombudsman providing independent complaints resolution for Australians.

What you will do

• Provide administrative support for complaint files at the decision stage of the AFCA process.
• Prepare, issue, record and dispatch determinations and other decision-related correspondence.
• Respond to general queries from complainants, financial firms and internal stakeholders.
• Exchange documentation and information between parties while maintaining accurate electronic and physical records.
• Manage an allocated case load and complete administrative actions within agreed timeframes.
• Identify process issues and escalate risks or unusual matters to Decision Makers or Managers.

Requirements

• Experience providing administrative support in a fast-paced service or case management environment.
• Strong customer service skills and clear, professional communication.
• Good organisational and time management skills, with attention to detail and the ability to manage competing priorities.
• Ability to maintain accurate records and apply processes, procedures and templates consistently.
• Collaborative approach and sound judgment when deciding whether to escalate issues.
• Good working knowledge of Microsoft Office and relevant case management systems.

Culture & Benefits

• Flexible hybrid work arrangements with two days per week in modern offices.
• Inclusive workplace recognised with Gold AWEI Accreditation 2025.
• Accredited Family Friendly Workplace supporting work-life balance.
• Inclusive leave options, including flexible public holidays, gender affirmation leave and women’s health leave.
• Bonus paid time off during the end-of-year holiday period.