Assessment Specialist, Scams

As an Assessment Specialist, you’ll provide the critical first assessment of every scam complaint. You’ll work out what happened, which regulated entities are involved and whether the complaint is within our jurisdiction. Then you’ll work out how urgent it is and make sure it reaches the right team with everything they need to move it forward.About the roleAs an Assessment Specialist at AFCA, you will provide the critical first assessment of every scam complaint. You will establish what has occurred, identify the regulated entities involved and determine whether the complaint falls within AFCA’s jurisdiction under the Scams Prevention Framework. You will then assess its urgency and ensure it reaches the right team with the information they need to progress it.In this role, you will:Deliver a caring, trauma-informed experience for people who may be distressed or unsafe, making reasonable adjustments to support their participationTriage complaints by identifying the issues, the outcome sought and the regulated entities involvedWeigh urgency, complexity and any continuing harm, so that the people who need help most are supported firstMaintain ownership of each complaint while it remains with you, explore early resolution where appropriate, and provide a complete handover to Dispute ResolutionIdentify scam methods, potential systemic issues and gaps in industry protections, and refer them so they inform how the framework operates in practice