Ombudsman, Banking and Finance (Small Business & Transactions)

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.

AFCA’s Banking & Finance (Small Business and Transactions) team is looking for an Ombudsman to join its team. The Small Business & Transactions team and the Banking & Finance team form part of AFCA’s broader banking team. The Small Business & Transactions team focusses on complaints involving small business (e.g. loans, merchant payments and general banking relationship) and also complaints involving banking and payment transactions more generally (e.g. scams, account restrictions and closures, recalls, recharges, KYC questions), across consumer and small business accounts and payments services.

We are looking for an Ombudsman to join our busy and collegiate decision-making team to help resolve standard and complex banking and finance disputes, with a focus on either small business or transactions related issues. The Small Business & Transactions team is managed by Lead Ombudsman, Suanne Russell, and this role reports to a Senior Ombudsman in the team.

The role will would suit senior legally qualified professionals with a strong track record of significant achievement and particularly with a background in the banking and finance sector. 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 in the banking and finance sector.

Your role will be to make decisions, individually or as part of a panel, on standard and complex complaints in accordance with the AFCA rules and fairness principles. The decisions are likely to make a real difference and influence the banking and finance industry as they are binding on them when accepted by the complainant.

You will also have the opportunity to provide professional and technical leadership across AFCA and to coach and mentor Adjudicators, case workers and others. There may also be opportunities to develop AFCA approaches, and to present at external conferences as a subject matter expert. The role also involves supporting AFCA’s relationships with small business and consumer groups, government bodies, regulators, AFCA members, member organisations and other Ombudsman networks.

This is a Board appointed role.

Requirements

Legal qualifications and a significant track record of achievement at senior executive level within the banking and finance i ndustry or a tribunal, EDR scheme, regulatory agency or related business entity or in private practice; 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 insurance sector and the broader community.; Resilience, focus, determination and excellent engagement skills and the ability to effectively manage challenges, external criticism and public scrutiny.