Ombudsman, Banking and Finance

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.

Are you a senior legal professional ready to use your expertise where it truly matters?

At AFCA, this is more than a role, it’s an opportunity to give back to the community while shaping the future of financial fairness in Australia .

As an Ombudsman, Banking & Finance , you’ll sit at the heart of complex, high-impact disputes, resolving matters that directly affect individuals, families and businesses. From consumer credit and lending issues to financial hardship cases, your decisions will deliver real-world outcomes that rebuild trust in the financial system .

Every determination you make is grounded in fairness, independence, and AFCA’s rules, but its impact extends far beyond the individual case.

This is your chance to combine legal expertise with purpose, delivering justice at scale and is a visible leadership role where your voice, judgement and expertise will shape outcomes across the organisation and industry.

You will

You won’t just resolve disputes, you’ll help shape the future of dispute resolution in Australia.

This role is open to full time or part-time applicants.

Strong legal credentials and senior‑level impact

You’ll have formal legal qualifications and/or extensive dispute resolution experience and a substantial record of achievement at an executive level within the banking and finance sector or in a tribunal, an external dispute resolution scheme, a regulatory body, a related industry organisation, or private legal practice.

Deep understanding of the financial services landscape

- Your knowledge of financial services law including consumer credit, lending and related regulatory frameworks is both broad and practical, enabling you to navigate complex matters with confidence.

Sharp analytical thinking and decisive judgement

- You can quickly distil complex, multilayered issues to their core, manage an active caseload efficiently and independently, and maintain a strong outcomes‑focused mindset.

Exceptional communication and relationship‑building skills

- Whether writing a determination, engaging with stakeholders, or presenting to an audience, you communicate with clarity, authority and empathy. You’re comfortable working with a diverse cross-section of the financial services sector and the broader community.

Resilience, professionalism and composure under pressure

- You bring balanced judgement, emotional intelligence and the ability to remain steady when facing challenge, scrutiny or criticism. Your engagement style is thoughtful, constructive and grounded in fairness.

Responsibilities

Your decisions can become binding on financial firms; You will help drive better industry behaviour and accountability; You’ll contribute to a system that is fair, accessible, and trusted; Provide technical and professional leadership across AFCA; Mentor and uplift Adjudicators and case teams; Contribute to thought leadership and evolving approaches to dispute resolution; Represent AFCA as a trusted expert at conferences and industry forums; Build trusted relationships with regulators, consumer advocates, government and industry stakeholders

Requirements

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: