Ombudsman, Scams

Work Initiatives; North Sydney; Hybrid; AUD 180,000 - 260,000; Full time

Benefits offered by this job

Hybrid working

Flexible leave options

Diversity and inclusion

Job summary

AFCA is seeking an Ombudsman to join our team and make fair, consistent and timely decisions for consumers. This Board-appointed role requires senior legal qualifications and a proven track record in consumer resolution within banking, telcos or digital platforms. You will lead, coach and influence across AFCA, shaping fair outcomes for Australians.

The position offers hybrid work arrangements, flexible leave options, and a commitment to inclusion and fairness in a diverse workplace.

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.

Responsibilities

• Make decisions on standard and complex complaints in accordance with AFCA’s rules and fairness principles.
• Provide professional and technical leadership across AFCA and to coach and mentor adjudicators, case workers and others.
• Engage and influence members, industry associations and consumer groups to improve industry standards.

Skills

Analytical skills

Written and verbal communication

Conflict resolution

Determination, empathy and resilience

Education

Legal qualifications

Job description

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 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 roleStrong 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-focusA demonstrated high level of written and verbal communication and interpersonal skills in dealing with a wide cross-section of the industry sector and broader communityDetermination, 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.

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.