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.

TO APPLY:

If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don’t meet every single criterion.
We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities. We strive to provide a recruitment experience that’s fair, inclusive and accessible. If you have any specific accessibility requirements, please reach out to the recruiter who is managing this process or email us at Careers@afca.org.au. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply.
AFCA is a 2024 Circle Back Initiative Employer - we are committed to responding to every applicant

• 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