Job Description

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.

Help shape Australia's response to scams and protect consumers nationwide.

Scams are one of the fastest-growing threats facing Australians. At AFCA, we're playing a critical role in delivering the new Scams External Dispute Resolution (EDR) Program under the Scams Prevention Framework (SPF) and we're seeking a highly experienced Banking Industry Lead to help shape this important work.

The Banking Industry Lead plays a critical role in supporting the design and delivery of AFCA’s Scams EDR Program under the Scams Prevention Framework (SPF).

This is initially a max-term contract opportunity through to May 2028

Why this role matters

Banks and payment providers play a central role in preventing, detecting and responding to scams. As the Banking Industry Lead, you'll provide the technical and regulatory expertise that helps AFCA design and implement an effective dispute resolution framework that addresses scam-related harms and delivers better outcomes for consumers and small businesses.

You will work across industry sectors, government, regulators, consumer groups and internal stakeholders to ensure banking and payments considerations are embedded in AFCA's approach to scam-related complaints and dispute resolution.

What you'll be doing

In this highly visible role, you will:

• Provide expert advice on banking systems, payment networks, scam money flows and relevant regulatory frameworks.
• Advise on how banks prevent, detect, disrupt and respond to scams, including transaction monitoring, mule account controls and scam intervention measures.
• Identify, define and report systemic issues arising from scam complaints in relation to banking sector regulated entities, and turn complaint patterns into clear insight for AFCA, industry and regulators.
• Contribute to risk assessments and mitigation strategies for banking and payments related vulnerabilities in the SPF.
• Lead the development and delivery of banking and payments related components of the Scams EDR Program.
• Monitor developments in scams regulation, banking standards and payments innovation.
• Develop training, knowledge resources and industry guidance materials for the case management and decision-making teams.
• Engage with banks, payment providers, industry associations and regulators including ASIC, ACCC and the Reserve Bank of Australia.
• Represent AFCA in cross-sector working groups, consultations and industry forums.
• Influence meaningful change that strengthens consumer protections across Australia.

Qualifications

You'll bring:

• Significant experience in banking, payments or financial services, ideally across fraud, financial crime, scams, dispute resolution or consumer protection.
• Deep understanding of the Australian banking and payments ecosystem, including account-to-account transfers, cards and the New Payments Platform (NPP).
• Strong knowledge of how banks prevent, detect and respond to scams and financial crime.
• Understanding of scam money flows, mule accounts, fund recovery processes and transaction monitoring controls.
• Knowledge of regulatory frameworks relevant to banking and scams, including the SPF, ePayments Code, AML/CTF obligations and ASIC expectations.
• Outstanding analytical skills and the ability to translate complex banking and regulatory issues into practical business outcomes.
• Exceptional stakeholder engagement and influencing capability.
• Experience working with regulators, industry bodies, government agencies or consumer advocacy groups.
• The ability to navigate a complex and evolving environment while building effective cross-sector relationships.

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at Careers@afca.org.au.

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.