Ombudsman, Scams

AFCA; Sydney; Hybrid; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Family Friendly Workplace

Hybrid working

Inclusive leave options

Job summary

AFCA in Sydney is seeking an experienced Ombudsman to join our team and deliver fair, timely decisions for consumers. This board-appointed role requires senior legal qualifications and a track record in consumer dispute resolution across financial services.

You will coach adjudicators, case workers and industry stakeholders while upholding AFCA's rules and fairness principles, with hybrid work arrangements to support work-life balance.

Qualifications

• Legal qualifications with senior-executive track record in consumer resolution.
• Analytical skills to address complex issues and manage busy caseload.
• Excellent written and verbal communication across diverse stakeholders.
• Demonstrated determination, empathy and resilience in conflict situations.

Responsibilities

• Make binding decisions on standard and complex complaints.
• Provide leadership and mentor adjudicators and case workers.
• Engage with industry bodies and consumer groups to raise standards.
• Ensure decisions align with AFCA rules and fairness principles.

Skills

Legal qualifications

Analytical skills

Written and verbal communication

Empathy and resilience

Education

Law degree

Job 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 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 anOmbudsmanto 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 thebanking, 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 qualificationsand a significant track record of achievement at senior executive level in consumer resolution within a relevantindustry 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 modernoffices 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.

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.