Ombudsman, Banking and Finance

Make a real impact at AFCA, where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture.

AFCA’s Banking & Finance (Small Business and Transactions) team is looking for an Ombudsman to join its team. The Small Business & Transactions team focuses on complaints involving small business (e.g. loans, merchant payments and general banking relationship) and also complaints involving banking and payment transactions more generally (e.g. scams, account restrictions and closures, recalls, recharges, KYC questions), across consumer and small business accounts and payments services.

We are looking for an Ombudsman to help resolve standard and complex banking and finance disputes, with a focus on either small business or transactions related issues. The role will suit senior legally qualified professionals with a strong track record of significant achievement and particularly with a background in the banking and finance sector. You are likely to be at a stage of your career where you have an interest in using your well-developed skills and experience in a role which contributes to good community outcomes in the banking and finance sector.

Your role will be to make decisions, individually or as part of a panel, on standard and complex complaints in accordance with the AFCA rules and fairness principles. The decisions are likely to make a real difference and influence the banking and finance industry as they are binding on them when accepted by the complainant.

You will also have the opportunity to provide professional and technical leadership across AFCA and to coach and mentor Adjudicators, case workers and others. There may also be opportunities to develop AFCA approaches, and to present at external conferences as a subject matter expert. The role also involves supporting AFCA’s relationships with small business and consumer groups, government bodies, regulators, AFCA members, member organisations and other Ombudsman networks. This is a Board appointed role.

To be successful in this role, you will need:

• Legal qualifications and a significant track record of achievement at senior executive level within the banking and finance industry or a tribunal, EDR scheme, regulatory agency or related business entity or in private practice.
• Strong analytical skills, the ability to quickly get to the heart of complex issues and to efficiently and independently handle a busy caseload, with a clear outcomes focus.
• A demonstrated high level of written and verbal communication and interpersonal skills in dealing with a wide cross-section of the insurance sector and the broader community.
• Resilience, focus, determination and excellent engagement skills and the ability to effectively manage challenges, external criticism and public scrutiny.

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.

About AFCA: The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.