Ombudsman - Investments & Advice at Australian Financial Complaints Authority

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

04 Aug, 26

Salary

0.0

Posted On

06 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Legal Analysis, Dispute Resolution, Financial Planning Knowledge, Stockbroking, Managed Funds, Cryptocurrency, Derivatives, Case Management, Coaching and Mentoring, Stakeholder Engagement, Written Communication, Verbal Communication, Analytical Thinking, Decision Making, Regulatory Compliance, Public Relations

Industry

Financial Services

Description

Company Description Fairness feels good 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 We are on the lookout for an Ombudsman to join our vibrant Investments and Advice (I&A) decision-making team. This role is crucial in resolving both standard and complex I&A disputes, with a special focus on consumer claims under the Compensation Scheme of Last Resort. Our I&A team is at the forefront of complaint resolution, engaging with industry and consumer groups to tackle key issues affecting I&A customers. This broad area includes complaints against financial planners, stockbrokers, managed funds, timeshares, traditional trustees, cryptocurrency wallet providers, and even horse-racing syndicates! While expertise in all these areas isn't necessary, knowledge in at least one is required, and multiple areas are highly desirable. As an Ombudsman, you'll make impactful decisions, either individually or as part of a panel, in line with AFCA rules and fairness principles. Your decisions will significantly influence the practices of financial planning and stockbroking companies, derivatives platforms, and cryptocurrency wallet providers. You'll also have the chance to provide professional and technical leadership across AFCA, coaching and mentoring case workers and others. There are opportunities to shape AFCA's approaches and present at external conferences as a subject matter expert. Additionally, you'll support AFCA's relationships with consumer groups, government bodies, regulators, AFCA members, member organisations, other Ombudsman networks, and the media. This role is ideal for senior legally qualified professionals with a strong track record of significant achievement in the I&A sector. If you're at a stage in your career where you're looking to use your well-developed skills and experience to contribute to positive community outcomes, this could be the perfect fit for you. This is initially a 24-month contract and is a Board-appointed role. Qualifications To be successful in this role, you will need: Legal Expertise: Legal qualifications with senior executive experience. Industry Knowledge: Experience in financial planning, stockbroking, managed funds, cryptocurrency, or derivatives. Diverse Backgrounds: Experience in tribunals, EDR schemes, regulatory agencies, related business entities, or private practice. Analytical Prowess: Strong analytical skills to manage complex issues and a busy caseload. Communication Excellence: High-level written and verbal skills to engage with the insurance sector and community. Simplicity in Complexity: Ability to explain complex concepts simply. Decision Explanation: Skills to verbally explain decisions to firms and complainants. Coaching Ability: Ability to coach and mentor junior staff. Resilience and Determination: Strong resilience and focus to handle challenges and public scrutiny. Engagement Skills: Excellent skills to build positive relationships. Additional Information BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements. Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards. Employer of Choice Public Sector and NFP – Australian HR Awards 2023 Silver AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion. Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity. Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing. Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas. Financial benefits – Not-for-profit salary packaging to boost take-home pay. Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices. 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

Resolve standard and complex investment and advice disputes, specifically focusing on consumer claims under the Compensation Scheme of Last Resort. Provide technical leadership by coaching case workers and engaging with regulators, government bodies, and industry groups.