Ombudsman Investments & Advice

We are on the lookout for an Ombudsman to join our vibrant Investments and Advice (I&A) decision-making 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 horse-racing 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 well-developed skills and experience to contribute to positive community outcomes this could be the perfect fit for you.

This is initially a 24-month contract and is a Board-appointed 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: High-level 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.
• Most Inclusive Workplace 2024 Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP Australian HR Awards 2023
• Silver AWEI Accreditation 2025 Recognised for LGBTQ workplace inclusion.
• Accredited Family Friendly Workplace Supporting work-life balance and inclusivity.
• Hybrid working Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options Flexible public holidays 20 weeks paid parental leave gender affirmation leave womens health leave and paid time off over Christmas.
• Financial benefits Not-for-profit salary packaging to boost take-home pay.
• Locations A team of over 1200 dedicated professionals based in modern Melbourne and Sydney CBD offices.

To apply

If youre passionate about fairness and believe your skills align with this role we encourage you to apply even if you dont 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

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.

Remote Work :

No

Employment Type :

Full-time