Ombudsman, Scams

Australian Financial Complaints Authority Limited; City of Melbourne; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Inclusive leave options

Job summary

Australian Financial Complaints Authority Limited is seeking an Ombudsman to join the team and make fair, timely decisions for consumers. The role suits senior legally qualified professionals with a track record in banking, telcos or digital platforms, and an interest in contributing to community outcomes.

The appointee will decide, on a panel or solo, on standard and complex complaints and influence industry standards.

Qualifications

• Significant track record of achievement at senior executive level in consumer resolution or related EDR/tribunal work.
• Ability to quickly get to core issues and manage a busy caseload with clear outcomes.
• Strong written and verbal communication and interpersonal skills with diverse stakeholders.
• Demonstrated determination, empathy and resilience in conflict situations.

Responsibilities

• Make decisions on standard and complex complaints in accordance with AFCA rules and fairness principles.
• Provide professional leadership across AFCA and coach adjudicators and case workers.
• Engage with members, industry associations and consumer groups to raise industry standards.
• Contribute to shaping Australia’s consumer protection response to scams.

Skills

Analytical skills

Written communication

Verbal communication

Empathy

Resilience

Education

Legal qualifications

Job 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.

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.

Join AFCA at the forefront of one of Australia’s most significant consumer protection programs.

Scams are one of the fastest-growing threats facing Australians, and AFCA has been appointed by the Federal Government to be the single External Dispute Resolution (EDR) scheme under the Scams Prevention Framework (SPF). From 31 March 2027, consumers and small businesses will have access to a world-first dispute resolution service that considers the role of banks, telecommunications providers and digital platforms in scam complaints.

As part of this pioneering program, you’ll help deliver a new standard of consumer protection and contribute to shaping Australia’s response to scams.

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

• 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 2025 – 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.

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 [e-mail].

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 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.