Ombudsman

At AFCA, we help people find a fair outcome to disputes with their financial firm, including insurance, banking, investments advice, and superannuation.

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses with a complaint. We listen to and work with customers and their financial firms to resolve complaints in a fair and balanced way. **That's what AFCA does.**

**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 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 across small business.

The role will suit senior legally qualified professionals with a strong track record of significant achievement and a background in the banking and finance/small business 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 that 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 and small business sector as they are binding on them when accepted by the complainant.

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 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**:

- **Professional challenge and opportunity **working in a motivated, professional and highly committed team.
- **Work-life balance and flexibility, **so you can work in a way that best suits you and your personal circumstances.
- **Hybrid working **from home and our conveniently located CBD office (Sydney or Melbourne), with state-of-the-art technology and facilities designed for flexibility, collaboration, and wellbeing.
- **Generous leave entitlements, **including study leave to support your professional development, extra personal leave and paid leave at the Christmas holiday time.
- **Competitive remuneration **with salary packaging and novated leasing options.
- **Free wellness initiatives **to support you to be your best. From yoga and mindfulness classes, to annual skin checks and flu vaccinations, we always strive to support our people to be happy and healthy.
- **Free Employee Assistance Program **for you and your immediate family members. Our external partner is a leading provider of wellbeing and mental health support services. We offer unlimited access to support with confidential counselling, wellbeing coaching, financial coaching, dietary and nutrition consultations and introductory legal advice.
- **Professional development **is supported and encouraged, so your career continues to grow as you enhance your technical and leadership skills and capabilities.

**Life at AFCA**:
AFCA is proud of its people for purpose and inclusive culture, where diverse backgrounds, experiences, and identities are celebrated. It is important to us that everyone feels a strong sense of belonging. We know we perform at our best when we are empowered to be ourselves, and that this, in turn, enables our future success as an organisation. At AFCA, we want to see you flourish