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Case Manager – Financial Difficulty

Organisation : Australian Financial Complaints Authority

Location : Melbourne

Work Type : Various

Profession : Legal

Sector : Consulting

Salary Type : Annual Package

Salary : $95,000 - $106,000

Application Closing Date : 10 May, 2019

About the Role

Our Financial Difficulty staff work with vulnerable groups and for this reason, the successful candidate needs to be empathetic, kind and have a high level of maturity.We want people who can speak plainly, have a sense of natural justice and community standards, and who can make stakeholders feel heard.

You will be helpful, responsive, resourceful and approachable, and know how to use your professional negotiation skills to get results.

You 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. 

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. 

About the Organisation

Organisation Name : Australian Financial Complaints Authority

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


AFCA's service is offered as an alternative to tribunals and courts and is free for consumers and small businesses to access.


We have grown rapidly since we launched on 1 November 2019. We already have over 550 staff and we are looking to recruit intelligent and passionate people to join our team.


Our Financial Difficulty team handles disputes involving people who are having trouble repaying debt because of circumstances such as illness, divorce, unemployment or business failure.


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

Apply for this Job

AFCA promotes a workplace that values fairness, respect and social and cultural diversity. Aboriginal and Torres Strait Islander peoples, people with disabilities and people from different cultural backgrounds are encouraged to apply.


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


For more information about this role, please visit www.afca.org.au/careers


Please quote in application: Case Manager – Financial Difficulty via Pro Bono Australia.


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