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.
About the role
Are you a senior legal professional ready to use your expertise where it truly matters?
At AFCA, this is more than a role, it's an opportunity to give back to the community while shaping the future of financial fairness in Australia.
As an Ombudsman, Banking & Finance, you'll sit at the heart of complex, high-impact disputes, resolving matters that directly affect individuals, families and businesses.
From consumer credit and lending issues to financial hardship cases, your decisions will deliver real-world outcomes that rebuild trust in the financial system.
Every determination you make is grounded in fairness, independence, and AFCA's rules, but its impact extends far beyond the individual case.
Your decisions can become binding on financial firms
You will help drive better industry behaviour and accountability
You'll contribute to a system that is fair, accessible, and trusted
This is your chance to combine legal expertise with purpose, delivering justice at scale and is a visible leadership role where your voice, judgement and expertise will shape outcomes across the organisation and industry.
You Will
Provide technical and professional leadership across AFCA
Mentor and uplift Adjudicators and case teams
Contribute to thought leadership and evolving approaches to dispute resolution




Represent AFCA as a trusted expert at conferences and industry forums
Build trusted relationships with regulators, consumer advocates, government and industry stakeholders
You won't just resolve disputes, you'll help shape the future of dispute resolution in Australia.
This role is open to full time or part-time applicants.
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:
Solid legal credentials and senior‐level impact
You'll have formal legal qualifications and/or extensive dispute resolution experience 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 consumer 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
Silver AWEI Accreditation **** – Recognised for LGBTQ+ workplace inclusion.
Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women's health leave, and bonus paid time off over the end of year holiday period.
Locations – A growing team of over 1,600 dedicated professionals based in Melbourne and Sydney CBD offices.
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 .
We believe fairness starts with people.
That's why we don't use AI or automated tools to screen candidates.
As a result, our processes may take a little longer, and we thank you for your patience.
About AFCA
The Australian Financial Complaints Authority (AFCA) was established in **** as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes.
Since ****, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.
AFCA is a **** Circle Back Initiative Employer - we are committed to responding to every applicant.
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📌 Ombudsman, Banking And Finance (Melbourne)
🏢 Australian Financial Complaints Authority
📍 Melbourne