Job Description We are looking for an Ombudsman to join our team and make fair, consistent and timely decisions for consumers.
The role will suit senior legally qualified professionals with a strong track record of significant achievement, particularly with a background in the banking, telcos and digital platform sectors.
You are likely to be at a stage of your career where you have an interest in using your well-developed skills and experience in a role which contributes to good community outcomes.
Your role will be to make decisions, individually or as part of a panel, on standard and complex complaints in accordance with AFCA's rules and fairness principles.
The decisions are likely to make a real difference and influence the relevant industry as they are binding when accepted by the complainant.
You will provide professional and technical leadership across AFCA and to coach and mentor adjudicators, case workers and others.
The role supports with engaging and influencing members, industry associations and consumer groups to improve industry standards.
This is a Board appointed role.
Qualifications To be successful in this role, you will need: Legal qualifications and a significant track record of achievement at senior executive level in consumer resolution within a relevant industry or tribunal, EDR scheme, regulatory agency or private practice role 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 industry sector and broader community Determination, empathy and resilience to deal with conflict and difficult interactions Additional Information Gold AWEI Accreditation **** – Recognised for LGBTQ+ workplace inclusion.
Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
Hybrid working – Versatile 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.
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 ******.
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.
The original team has grown to over **** dedicated professionals.
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.

📌 Ombudsman, Scams (Victoria)
🏢 Australian Financial Complaints Authority
📍 Victoria