Consumer Panel Member

**Company Description**
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.

AFCA is seeking interested **Consumer** and Industry **Panel Members** to support an Ombudsman in reaching a panel decision on complex financial complaints, particularly in relation to bank account transaction (e.g. scam) complaints and small business lending complaints. This involves providing expert services as part of a decision-making panel. Panels are made up of an Ombudsman, and one each of a Consumer and Industry expert of the relevant specialisation.

The Consumer and Industry panel members are appointed by the AFCA Board for a 3-year term to provide services as needed, on a casual basis. The decision-making commitment of a panel member will vary depending on the complexity of the complaint and the volume of complaints. This will be discussed for each panel engagement to ensure this works for you and AFCA.

**Typically, you will**:

- Have expertise in financial services disputes from either an industry or consumer background.
- Analyse complaints documentation (sometimes a significant volume), identify the core issues and provide an independent view based upon your experience and knowledge.
- Participate in, and prepare for, panels convened by AFCA to resolve disputes.
- Contribute to development and finalisation of written findings, such as determinations, as needed.

**Qualifications** To be successful in providing services to AFCA, you will come equipped with**:

- Extensive experience in either consumer banking (including transaction accounts and payment systems) or small business finance (including credit products).
- Knowledge of issues, laws and industry codes relevant to the financial services industry (such as the ePayments Code, the ABA Banking Code of Practice, and other codes).
- A strong track record of resolving complex issues independently, fairly and objectively.
- Ability to effectively communicate and write clearly and accessibly.
- Strong analytical and problem-solving skills to establish the core of a complex issue, and a pragmatic approach to achieve fair and timely outcomes.

**Additional Information**
- ** BOSS Best Places to Work 2024** -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, sorry business 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 AFCA**

Our 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 flourish

**To apply**

AFCA is a 2024 Circle Back Initiative Employer - we are committed to responding to every applicant.