APS3 Service Officer
About the position
The AFSA Service Centre (ASC) supports Australians by providing information and guidance on personal insolvency and property securities. ASC professionals assist clients with sensitivity and professionalism, helping them make informed financial decisions.
Service Officers are the ASC’s frontline professionals, operating with sensitivity to aid individuals navigating bankruptcy administration and debt agreements. They provide guidance and support, and address enquiries regarding AFSA’s full suite of services – offering appropriate referrals when necessary. Their expertise spans ROG’s breadth of activities, enabling comprehensive assistance to our clients
Key accountabilities
Guided by a Team Leader, our ideal candidate will be responsible for the following tasks:
- Respond to client enquiries received via our service delivery channels, providing relevant, accurate and timely information.
- Respond to client needs in a professional manner, whilst maintaining the highest level of customer satisfaction by seeking first contact resolution.
- Assess client applications and/or process documents lodged by the client in accordance with relevant policies, legislation and guidelines.
- Achieve individual Key Performance Indicators (KPIs) and work collaboratively in a team environment to achieve team goals.
- Contribute to achieving a positive and innovative organisational culture.
Qualifications and experience
Ability to interpret legislation is highly desirable.
All duties will be performed in accordance with:
- the APS Values, Code of Conduct and Employment Principles
- WHS obligations, taking responsibility for own health and safety and that of others
- AFSA’s risk management framework and relevant legislation, including guiding others to identify and mitigate foreseeable risks.
Why AFSA?
You will enjoy excellent conditions including:
- Generous superannuation (15.4%)
- A modern work environment
- Access to Employee Assistance Provider
- Flexibility to balance work and personal life (working from home arrangements)
We are a workplace committed to providing an environment that values diversity and supports staff to reach their full potential. We encourage applications from Indigenous Australians, people from culturally diverse backgrounds and people with disability. At AFSA we encourage every employee balance their family commitments and personal interests with flexible working options.
Eligibility
Please note that this opportunity is open only to Australian Citizens. The successful applicant must have or be willing to undergo a security clearance to the level of Baseline as a condition of employment. To satisfy character requirements all AFSA employees must undergo a police records check.
Where a person has received a redundancy benefit from APS agency employment and their corresponding redundancy benefit period has not expired, they may be ineligible for employment. We encourage applications from peoples from culturally diverse backgrounds and people with disability.
How to apply
Applications close Tuesday 27 January 2026 at 11:59 PM AEDT.
Applications for this vacancy are submitted online through the AFSA careers portal. Further instructions on how to apply can be found on the advertisement webpage.
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job.
For more information visit: https://www.apsc.gov.au/recruitability