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.
To be successful in this role, you will need:
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.
The Royal Children's Hospital (RCH) has been providing outstanding care for Victoria's children and their families for over 147 years.
We are the major specialist paediatric hospital in Victoria and our care extends to children from Tasmania, southern New South Wales and other states around Australia and overseas.
With a passionate, highly skilled and committed staff campus wide of over 5,000, we provide a full range of clinical services, tertiary care and health promotion and prevention programs for children and young people.
We are the designated state-wide major trauma centre for paediatrics in Victoria and a Nationally Funded Centre for cardiac and liver transplantation.
When it comes to training and research we partner with the very best. Our campus partners, the Murdoch Childrens Research Institute (MCRI) and The University of Melbourne Department of Paediatrics, along with the RCH Foundation, are on site with the hospital in Parkville. Together, we are committed to improving the health outcomes for children today and in the future.
In 2016–17, more than 85,654 children attended our Emergency Department, 322,291 specialist clinic appointments were held which was almost 70,000 more than the previous year, more than 17,000 surgeries were performed and more than 48,552 children were admitted to our wards.
