Aps5 Advisor Service Centre

About the role: 

The Australian Financial Security Authority (AFSA) is responsible for managing the application of bankruptcy and personal property securities laws through the delivery of high-quality personal insolvency and trustee, regulation and enforcement, and personal property securities services. 

The Regulatory Operations Group is responsible for operations in Service Delivery and Enforcement and Practitioner Surveillance. This work operationalises AFSA’s strategy, delivering integrated end to end regulatory services that supports clients through AFSA systems and ensures compliance in line with AFSA’s approach to regulation to: People centric, Outcomes focused, Harms based, Intelligence led, and Strengths based. 

The AFSA Service Centre (ASC) falls within the Service Delivery Division and provides frontline services relating to personal insolvency and the personal property securities register. The ASC manages all incoming email correspondence and phone calls for both internal and external stakeholders and clients. The ASC operates from 8:00am to 7:30pm South Australian time. Staff will work in a scheduled environment to ensure support for our clients during the ASC’s operational hours.

Purpose of the Position

Assist in the development of Service Officers to manage personal insolvency and personal property securities interactions via our service delivery channels effectively and efficiently and to be client focused and willing to understand and meet the changing demands of the Australian public.

Provide excellence in service delivery by managing complex matters and taking escalated personal insolvency and personal property securities enquiries. Support Service Officers to understand operational/system and legislative changes.

Accountabilities

With guidance the Advisor will: 

• Use sound judgement and problem-solving skills when managing escalated and complex personal insolvency and personal property securities matters and provide accurate and timely information to clients and stakeholders.
• Read and apply relevant legislative instruments used as a basis of deciding and taking an appropriate course of action. 
• Respond to client needs in a professional manner, whilst maintaining the highest level of customer satisfaction by seeking first contact resolution.
• Support staff knowledge and provide technical information through multiple channels including verbal, written and structured training sessions and provide technical input for the development and delivery of training and coaching for staff. 
• Manage competing priorities and work under limited supervision.
• Identify service delivery issues and skills and knowledge gaps and assist in implementing strategies to improve procedures and practices.
• Contribute to the development and implementation of written work instruction.
• Assist with managing change (system releases & enhancements, processes, and legislative amendments) which affects the AFSA Service Centre by:

o Liaising with internal stakeholders and subject matter experts to identify risks and troubleshoot issues.

o Reviewing detailed work instructions and assisting with training

o Drafting written content to staff communications to inform of changes.

o Providing guidance and support to Service Officers and Service Support Officers to understand operational/system and legislative changes.

o Respond in a positive and flexible manner to change and uncertainty and effectively communicate and manage priorities.

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.

Core skills and capabilities

To be successful in the role, you will demonstrate the following: 

Fosters a service culture

• Role models a personal contact first approach in communication to clients, stakeholders, and colleagues.
• Role models the ability to have difficult conversations respectfully to explain what is and is not possible.

Communicates simply and clearly 

• Communicates clearly in plain English, without using jargon. 
• Demonstrates an ability to convey a message succinctly and with empathy, regardless of medium (written, verbal, digital). 
• Understands the target audience, and tailors’ message in a way that appeals to them. 

Evidence Based Decision Making

• Be able to discern and assess incoming information from reliable intelligence that is factual and provides diverse views for considered decision-making. Be able to determine the difference between assumptions and opinions with facts to ensure the right information is being assessed and measured.

Legislative Interpretation and Application

• Demonstrates a well-developed understanding of a variety of relevant legislative instruments, case law and regulatory frameworks used as the basis of deciding and taking an appropriate course of action, identifying pertinent issues, potential legal matters and matters for escalation. 

Working with ambiguity 

• Displays a Growth mindset. Demonstrates proactivity, emotional intelligence, and self-direction in the face of uncertainty, change or new situations. Chooses a course of action or decision without having the total picture.

Qualifications accreditations and experience

• Personal insolvency and/or PPSR knowledge is highly desirable. 

Why AFSA? 

You will enjoy excellent conditions including:

• generous superannuation (15.4%).
• hybrid working environment. 
• a modern work environment.

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 disabilities. 

At AFSA we encourage every employee to 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 and maintain a security clearance to the level of Baseline Vetting 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.

How to apply? 

Applications close: 11:59PM AEDT Thursday 14 March 2024.

If you would like to be considered for this opportunity, please email **********@afsa.gov.au the following:

• A completed Position Application Form (available on AFSA’s website)
• A current resume
• A one-page pitch setting out the value you will bring to AFSA, informed by the key accountabilities and skills and capabilities as outlined in the position description.
• Clearly state your name, the position title and location of the role you are applying for in the subject line.
• Applicants who fail to provide the above requested information, will not be assessed by the selection panel.