APS4, Senior Support Officers
About the Roles
The Official Receiver (OR) division is focused on providing quality regulatory services, and compliance and enforcement activities, as well as exercising statutory coercive powers to minimise harms and maintain community confidence. The OR division provides a range of support services including; stakeholder communication and engagement, frontline service delivery for insolvency, Personal Property Securities Register (PPSR) enquiries, information and transactions, and work to streamline services through process innovation, informed by the needs of our clients.
The OR requires Senior Service Officers who are client-centric service delivery professionals to work in our Registry and AFSA Service Centre (ASC) Service Support teams.
As the Senior Service Officer in the Registry team, you will manage complex insolvency decisions and the assessment of bankruptcy applications. Utilising your knowledge of legislation, resources and processes, you will handle incoming enquiries from both internal and external stakeholders and triage registration forms and court documents on behalf of the OR. You will bring valuable experience in providing empathetic support to individuals facing challenging circumstances with a high level of integrity and attention to detail.
As the Senior Service Officer in the ASC, Service Support team, you will act as the first point of contact, handling non-routine enquiries, provide information and resolve issues, ensuring customer satisfaction. You will respond to complaints and problems efficiently, using your knowledge and resources to assist vulnerable clients. You will provide excellence in service delivery by managing more complex personal insolvency matters and taking escalated personal insolvency and PPSR enquiries, and are required to understand operational/system and legislative changes.
Key accountabilities
Under guidance of a Team Leader, the Senior Service Officers will:
- Actively address enquiries from clients and stakeholders across our service delivery channels, particularly those that are more intricate or technical in nature – identifying issues that require escalation.
- Be committed to professionalism to ensure AFSA responds to client needs with the highest level of satisfaction, using evidence-based decision-making aligned with our regulatory frameworks.
- Use your expertise and research skills to make evidence-based decisions that are aligned with regulatory and policy frameworks, ensuring adherence to operational compliance.
- Provide technical expertise and guidance on strategic policy outcomes, accessing client applications and processing documents in line with relevant policies.
- Identify and contribute to the development and implementation of best practices, process improvement and change agendas aligned to broader government and organisational goals as required.
- Apply effective corporate governance and management assurance practices, ensuring compliance with applicable Commonwealth and AFSA financial and legislative delegations, policies and practices.
- Contribute to achieving a positive and innovative organisational culture.
Qualifications and experience
The ability to interpret legislation and experience within the Insolvency or Finance Industries 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 (including working from home arrangements and flexible start and finish times where applicable).
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.
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.
How to apply
Applications close Monday 4st August 2025 at 11:59 PM AEST.
To apply for this role, please click the ‘Apply’ button. You’ll be relocated to our application portal which also provides step-by-step instructions to guide you through the application process.
Please note:
- There are two vacancies: one [1] in Registry and one [1] in Service Support. Please ensure you state your preference in your 1-page pitch.
- In your 1-page pitch, please address the following two [2] questions:
- Describe a time when you handled a complex client enquiry or issue. How did you identify the problem, apply relevant legislation or policy, and ensure a positive outcome for the client? (300 words maximum).
- AFSA values a people-centric and outcomes-focused approach. Provide an example of how you contributed to improving a process, service, or client experience? (300 words maximum).