Ombudsman, Banking and Finance at Australian Financial Complaints Authority Limited

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

25 Jun, 26

Salary

0.0

Posted On

27 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Legal Qualifications, Banking, Finance, Dispute Resolution, Decision Making, Leadership, Mentoring, Analytical Thinking, Judgement, Communication, Relationship Building, Resilience, Professionalism, Financial Services Law, Regulatory Frameworks

Industry

Financial Services

Description

Company Description 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. Feel the difference of belonging to an organisation intentionally designed to put people first. Job Description Shape Fairness in Financial Services as an AFCA Ombudsman Are you driven by fairness, motivated by impact, and ready for a role where your decisions genuinely shape outcomes for the Australian community? A rare and highly sought‑after opportunity has opened to join AFCA’s Banking & Finance (B&F) decision‑making team, a team dedicated to resolving real issues faced by consumers and financial firms across the country. As an Ombudsman, Banking and Finance with AFCA, you’ll play a pivotal role in determining complex banking and finance complaints. From matters involving credit, finance, and loan products to issues of financial difficulty, your work will directly influence fair outcomes and help strengthen trust in the financial services sector. Why This Role Matters Every decision you make, individually or as part of a panel, is grounded in AFCA’s rules and fairness principles. These decisions don’t just resolve disputes; they shape industry behaviour. When accepted by complainants, your determinations become binding on financial firms, meaning your influence is both real and lasting. Who We’re Looking For This role is ideal for a senior, legally qualified professional with a strong record of achievement and deep experience in the banking and finance sector. You may be at a point in your career where purpose, fairness, and community impact matter more than ever and where your expertise can make a meaningful difference. Lead, Influence, and Elevate Beyond decision‑making, you’ll have the opportunity to: Provide professional and technical leadership across AFCA Mentor and support Adjudicators, caseworkers, and colleagues Shape AFCA’s approaches and contribute to thought leadership Present at conferences as a respected subject‑matter expert Help nurture AFCA’s relationships with consumer advocates, regulators, government bodies, member organisations, Ombudsman networks, and the media This is more than a job, it’s a leadership role with influence, visibility, and community impact at its core. This is a Permanent, Board‑Appointed Opportunity. Qualifications What You’ll Bring To thrive in this influential Ombudsman role, you’ll draw on a blend of expertise, judgement, and leadership. We’re looking for someone who brings: • Strong legal credentials and senior‑level impact You’ll have formal legal qualifications and a substantial record of achievement at an executive level within the banking and finance sector or in a tribunal, an external dispute resolution scheme, a regulatory body, a related industry organisation, or private legal practice. • Deep understanding of the financial services landscape Your knowledge of financial services law including credit, lending and related regulatory frameworks is both broad and practical, enabling you to navigate complex matters with confidence. • Sharp analytical thinking and decisive judgement You can quickly distil complex, multilayered issues to their core, manage an active caseload efficiently and independently, and maintain a strong outcomes‑focused mindset. • Exceptional communication and relationship‑building skills Whether writing a determination, engaging with stakeholders, or presenting to an audience, you communicate with clarity, authority and empathy. You’re comfortable working with a diverse cross-section of the financial services sector and the broader community. • Resilience, professionalism and composure under pressure You bring balanced judgement, emotional intelligence and the ability to remain steady when facing challenge, scrutiny or criticism. Your engagement style is thoughtful, constructive and grounded in fairness. Additional Information To apply If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply—even if you don’t meet every single criterion. 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 at [email protected]. AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.

Responsibilities

The Ombudsman plays a pivotal role in determining complex banking and finance complaints based on AFCA's rules and fairness principles, resolving disputes, and shaping industry behavior through binding determinations. Beyond decision-making, the role involves providing professional and technical leadership, mentoring staff, and contributing to thought leadership.