Ombudsman – Small Business

2 weeks ago

Garden City, Victoria, Australia AFCA Full time

A rare and much sought-after opportunity to contribute in the financial services sector by determining banking and finance disputes and achieving fair dispute outcomes.

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses.

We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved.

This is your opportunity to make a difference.

About the opportunity The Small Business decision-making team at AFCA is focused on complaint resolution and on engaging with both industry and consumer groups in tackling important issues affecting banking and finance small business customers.

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.

This role reports to Lead Ombudsman – Small Business, Suanne Russell.

The role will would suit senior legally qualified professionals with a strong track record of significant achievement and 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 disputes 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 will 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 consumer groups, government bodies, regulators, AFCA members, member organisations, other Ombudsman networks and the media.

This is a Board appointed, fixed term role for a period of 3 years with the option for re-appointment after that period.

About you To be successful in this role, you will need: Legal qualifications and a significant track record of achievement at senior executive level within the banking and finance industry 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.

What's on offer BOSS Best Places to Work 2023 – placing at number five in the Banking, Superannuation and Financial Services Category and credited for its culture, engagement and flexible working arrangements.

Employer of Choice Public Sector and NFP – Australian HR Awards 2023 Accredited as a Family Friendly Workplace Hybrid working from home and our state-of-the-art office and facilities designed for collaboration, and wellbeing.

We work flexibly at AFCA and encourage you to talk to us about how this role can be flexible for you.

Progressive and inclusive leave entitlements, including flexible public holiday leave, women's health leave, 18 weeks paid parental leave, early and advanced pregnancy loss leave, paid gender affirmation leave, extra personal leave and paid time off over Christmas.

Plus, study leave to support your professional development.
Not For Profit salary packaging benefits.
Life at AFCAOur people are at the centre of everything we do.
We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers.

At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive.

Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourishTo apply If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don't meet every single criterion.

We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities.
We strive to provide a recruitment experience that's fair, inclusive and accessible.
If you have any specific accessibility requirements, please reach out to the recruiter who is managing this process or email us at
AFCA is a 2023 Circle Back Initiative Employer – we are committed to responding to every applicant.
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