Operational Support Administrator

2 weeks ago

Sydney, New South Wales, Australia Australian Financial Complaints Authority Full time

Job ad body:

At AFCA, we help people find fair outcomes to problems with their bank, insurer, super fund or financial firm.

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses.

We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved.


That's what AFCA does.

About the opportunity:


As an Operational Support Administrator, you'll be an integral part of the Investigation and Resolution Group, providing general administrative support.

You'll triage incoming mail, action mailing tasks for case files, and provide outstanding customer service to all stakeholders who use AFCA's services.


Key Responsibilities:

  • Provide general administrative support, including mail triage and file retrieval
  • Respond to queries from internal and external parties
  • Ensure adherence to business deadlines for correspondence being added to files
  • Maintain relationships with AFCA teams to contribute to process improvement
  • Handle general calls and queries from complainants and financial firms
  • Collaborate with other team members to continuously improve service delivery and effectiveness of outcomes

About you:

To be successful in this role, you will need:


  • Understanding and commitment to AFCA's fairness culture and customer service.
-
Previous administration and/or customer service experience.
-
Professional communication skills and experience in a team environment.
-
Strong Microsoft Office skills.

What's on offer:

-
12 months, full-time and secure role in a for-purpose organisation committed to helping the community.
-
Work-life balance and flexibility, so you can work in a way that best suits you and your family.
-
Hybrid working from home and our conveniently located CBD offices, with state-of-the-art technology and facilities designed for flexibility, collaboration, and wellbeing.
-
Progressive, flexible and inclusive
leave entitlements, including 16 weeks paid parental leave, paid gender affirmation leave, extra personal leave and paid time off over Christmas. Plus, study leave to support your professional development.
-
Competitive remuneration in addition to salary packaging and novated leasing options.
-
Free wellness initiatives to support you to be your best. From yoga and mindfulness classes to annual skin checks and flu vaccinations, we always strive to support our people to be happy and healthy.
-
Free Employee Assistance Program for you and your immediate family members. Our external partner is a leading provider of wellbeing and mental health support services. We offer unlimited access to professional support including confidential counselling, wellbeing coaching, financial coaching, dietary and nutrition consultations and introductory legal advice.
-
Professional development is supported and encouraged, so your career continues to grow as you enhance your technical and leadership skills and capabilities.

Life at AFCA:

Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers.

At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive.

Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourish


We work flexibly at AFCA and encourage you to talk to us about how this role can be flexible for you.

AFCA is a 2023 Circle Back Initiative Employer - we are committed to responding to every applicant.

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