Independent Assessor- AFCA
The independent assessor will review complaints from consumers and financial firms on service issues arising from the handling of a dispute.
Summary about this job
Policy, Planning & Regulation
Company: Kathleen Townsend Executive Solutions Pty Ltd
Location: Melbourne
Work type: Part Time
Salary: n\a
Phone: +61-2-6090-6148
Fax: +61-3-5431-7312
E-mail: n\a
Site: n\a
Detail information about job Independent Assessor- AFCA. Terms and conditions vacancy
- Rare part-time opportunity in new Financial Services EDR body
- Melbourne based
Who we are
The Australian Financial Complaints Authority (AFCA) is an independent, non-profit organisation offering fair and accessible external dispute resolution (EDR) services to consumers and financial firms across banking, finance, investments, credit, insurance and superannuation in Australia.
About the role
AFCA is committed to improving the service we provide, acting on feedback and embedding a culture of continuous improvement across the organisation. We currently have a robust organisation-wide quality assurance program and a comprehensive internal complaints and feedback process.
In addition, AFCA is also required to have an independent assessor to impartially review complaints about service issues in AFCA’s dispute handling. The AFCA Board has decided to appoint someone to this position in a part-time (0.6 FTE) capacity. The person will be appointed by, and will report to, the AFCA Board.
The independent assessor role is designed to enhance our existing internal complaints process by providing an additional escalated level of review for complaints about AFCA’s service that have not been resolved by the internal review process.
The independent assessor will review complaints from consumers and financial firms on service issues arising from the handling of a dispute. The role will not review the substance of an AFCA decision. It is not acting as a review or appeal mechanism on the findings or outcomes of AFCA decisions, or the substance of a dispute or jurisdictional decision.
About you
To be considered for this position, candidates will need to have a reputation for balanced judgement, ethics and integrity, be able to demonstrate independence from government, industry and consumers and have other attributes including:
- Significant, senior level, customer service experience in a legal firm, tribunal, EDR scheme, financial firm, community organisation, government agency or business entity.
- Hands-on investigation, case, complaints or service review experience at a senior level.
- High level written and oral communication skills to communicate investigations recommendations in a succinct, clear and accurate way.
- Demonstrated strong ability to work effectively with a broad array of stakeholders within the financial sector and community.
- Capacity to deal effectively with the public scrutiny that comes with the role.
The successful candidate may be required to work full time for an initial agreed period to fully embed the independent review process. AFCA’s main office is located in Melbourne, however it is not essential that the successful candidate be Melbourne based.
More information
To obtain a position description, email the consultants assisting the Board at [email protected]. To have a confidential discussion regarding the opportunity call Kathy Townsend on 03 9486 6519
Applications close COB Friday 3rd August.