Ombudsman - Investments and Advice

We are on the lookout for an Ombudsman to join our vibrant Investments and Advice (I&A) decisionmaking team. This role is crucial in resolving both standard and complex I&A disputes with a special focus on consumer claims under the Compensation Scheme of Last Resort.

Our I&A team is at the forefront of complaint resolution engaging with industry and consumer groups to tackle key issues affecting I&A customers. This broad area includes complaints against financial planners stockbrokers managed funds timeshares traditional trustees cryptocurrency wallet providers and even horseracing syndicates! While expertise in all these areas isnt necessary knowledge in at least one is required and multiple areas are highly desirable.

As an Ombudsman youll make impactful decisions either individually or as part of a panel in line with AFCA rules and fairness principles. Your decisions will significantly influence the practices of financial planning and stockbroking companies derivatives platforms and cryptocurrency wallet providers.

Youll also have the chance to provide professional and technical leadership across AFCA coaching and mentoring case workers and others. There are opportunities to shape AFCAs approaches and present at external conferences as a subject matter expert. Additionally youll support AFCAs relationships with consumer groups government bodies regulators AFCA members member organisations other Ombudsman networks and the media.

This role is ideal for senior legally qualified professionals with a strong track record of significant achievement in the I&A sector. If youre at a stage in your career where youre looking to use your welldeveloped skills and experience to contribute to positive community outcomes this could be the perfect fit for you.

This is initially a 24month contract and is a Boardappointed role. 

Qualifications :

To be successful in this role you will need:

• Legal Expertise: Legal qualifications with senior executive experience.
• Industry Knowledge: Experience in financial planning stockbroking managed funds cryptocurrency or derivatives. 
• Diverse Backgrounds: Experience in tribunals EDR schemes regulatory agencies related business entities or private practice.
• Analytical Prowess: Strong analytical skills to manage complex issues and a busy caseload.
• Communication Excellence: Highlevel written and verbal skills to engage with the insurance sector and community.
• Simplicity in Complexity: Ability to explain complex concepts simply.
• Decision Explanation: Skills to verbally explain decisions to firms and complainants.
• Coaching Ability: Ability to coach and mentor junior staff.
• Resilience and Determination: Strong resilience and focus to handle challenges and public scrutiny.
• Engagement Skills: Excellent skills to build positive relationships.

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 and Bronze in AWEI

• Hybrid working from home and our stateoftheart 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 andinclusiveleave entitlements including flexible public holiday leave womens 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:

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 dont 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 thats 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 We also offer flexible working at AFCA and as such even if a role is advertised as fulltime we invite conversations around other working arrangements and would still encourage you to apply.

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

Remote Work :

No

Employment Type :

Fulltime