At a Glance
- Tasks: Resolve banking and finance disputes, making impactful decisions for small businesses and consumers.
- Company: Join AFCA, a progressive not-for-profit championing fairness in financial complaints resolution.
- Benefits: Enjoy flexible work options, inclusive leave, and a supportive workplace culture.
- Other info: Hybrid working model with opportunities for professional growth and mentorship.
- Why this job: Make a real difference in the community while developing your expertise in a dynamic environment.
- Qualifications: Legal qualifications and experience in banking or finance are essential.
The predicted salary is between 82800 - 101200 $ per year.
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, particularly with a background 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.
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.
AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.
Ombudsman – Banking & Finance in Sydney employer: AFCA
AFCA is an exceptional employer, offering a unique opportunity to make a meaningful impact in the financial services sector while championing fairness and inclusivity. With a strong commitment to employee growth, flexible work arrangements, and a diverse, caring culture, AFCA ensures that every voice is valued and provides thoughtful benefits that support work-life balance. Join us in our modern offices designed for collaboration, where you can contribute to significant initiatives like the Scams Prevention Framework and help shape positive change for consumers across Australia.
