Australian Financial Complaints Authority – Melbourne VIC
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.
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 adaptable 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 fair outcomes. Influence industry standards. Make a lasting impact.
At AFCA, fairness is more than a principle. It's the foundation of every decision we make.
As an
Ombudsman, Banking & Finance
,



you'll sit at the forefront of Australia's financial complaints system, determining some of the most complex and significant disputes across banking, lending, credit and financial difficulty matters. Your expertise, judgment and leadership will help deliver fair, independent outcomes for consumers while driving confidence and accountability across the financial services industry.
Why this role matters
This is a unique opportunity to combine technical expertise with purpose.
Every determination you make is guided by AFCA's Rules, applicable law, industry standards and what is fair in the circumstances. When accepted by a complainant, your decisions become binding on financial firms, creating meaningful outcomes for individuals and influencing how the industry operates into the future.
Your work won't just resolve complaints. It will help shape better practices, improve customer experiences and strengthen trust in Australia's financial system.
A role with real influence
Beyond deciding complex complaints, you'll play a key role in shaping AFCA's approach and capability.
In this highly visible leadership position, you'll:
Provide strategic and technical leadership across AFCA
Mentor and develop Adjudicators,



Caseworkers and colleagues
Influence thinking on emerging banking and finance issues
Contribute to thought leadership and organisational initiatives
Represent AFCA at industry forums, conferences and stakeholder events
Build trusted relationships with regulators, consumer advocates, government bodies, member firms and Ombudsman networks
Help shape industry conversations and drive positive systemic change
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
Deep understanding of the financial services landscape
Sharp analytical thinking and decisive judgement
Exceptional communication and relationship‐building skills
Resilience, professionalism and composure under pressure
Additional Information
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 ******.
AFCA is a **** Circle Back Initiative Employer - we are committed to responding to every applicant.
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📌 Ombudsman, Banking & Finance (Melbourne)
🏢 Australian Financial Complaints Authority
📍 Melbourne