Case Support Administrator
Case Support Administrator
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Job Description
The Case Support Administrator is responsible for providing direct operational support to case workers including the gathering and exchanging of material and the dispatch of preliminary assessments and decisions. Reporting to the Team Leader Case & Operational Support you will be joining our Operational Excellence function. You may come from a range of administration backgrounds with the ability to engage with a range of stakeholders at AFCA. We are seeking someone who has excellent attention to detail and strong administration skills.
Typically in this role you will:
- Accurately and efficiently generate and send template correspondence to complaint parties and record case actions.
- Collaborate with other staff members to improve efficiency of administrative processes and level of support provided to team.
- Work with applicable manager to determine areas for improvement in the administrative processes of the team.
- Prepare correspondence memos case summaries photocopy scan and fax case documentation process new written complaints.
- Obtain a basic understanding of complaints and record issues and outcomes sought.
- Manage a small case load of files at the discretion of the team manager.
- Request documentation and information from complainants and financial firms to facilitate the early resolution of complaints.
- Ensure receipt of communications by case workers on a timely basis.
- Maintain relationships with AFCA teams on an ongoing basis to understand process and contribute to process improvement.
- Ensure the prompt dispatch of preliminary assessment and decisions to the parties.
- Handle post preliminary assessment and Determination process issues with the parties and escalate other issues as required.
Qualifications :
To be successful in this role you will need:
- A high level of commitment to alternative complaint resolution and customer service
- Experience in administration and coordination
- Demonstrated experience in time management and organisational skills
- Sound experience in communication and stakeholder engagement
- The ability to drive efficient outcomes in a busy environment
- A good understanding of word and outlook
Additional Information :
- BOSS Best Places to Work 2024 credited for its culture engagement and flexible working arrangements.
- Most Inclusive Workplace 2024 Australian HR Institute (AHRI) Awards.
- Employer of Choice Public Sector and NFP Australian HR Awards 2023
- Bronze AWEI Accreditation 2024 Recognised for LGBTQ workplace inclusion.
- Accredited Family Friendly Workplace Supporting worklife balance and inclusivity.
- Hybrid working Flexible arrangements with stateoftheart offices designed for collaboration and wellbeing.
- Inclusive leave options Flexible public holidays 20 weeks paid parental leave gender affirmation leave womens health leave and paid time off over Christmas.
- Financial benefits Notforprofit salary packaging to boost takehome pay.
- Locations A team of over 1200 dedicated professionals based in modern Melbourne and Sydney CBD offices.
To apply
If youre passionate about fairness and believe your skills align with this role we encourage you to applyeven if you dont meet every single criterion.
We welcome applications from people of all backgrounds cultures abilities sexual orientations and gender identities. If you require any accessibility support during the recruitment process please reach out to our team at
AFCA is a 2025 Circle Back Initiative Employer we are committed to responding to every applicant.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
