Ombudsman, Banking and Finance (Small Business & Transactions)

About the role

AFCA is seeking an experienced Ombudsman to join its Banking & Finance (Small Business and Transactions) team, handling standard and complex disputes across small business and transaction‑related issues.

Key responsibilities

• Make binding decisions on complaints individually or as part of a panel, applying AFCA rules and fairness principles.
• Provide professional and technical leadership, coaching adjudicators, case workers and other staff.
• Develop AFCA approaches and represent the organisation at external conferences as a subject‑matter expert.
• Support relationships with small‑business and consumer groups, government bodies, regulators and other ombudsman networks.

Required profile

• Legal qualifications with senior‑level achievement in banking, finance, tribunals, regulatory agencies or private practice.
• Strong analytical ability to resolve complex issues efficiently while managing a busy caseload.
• Excellent written and verbal communication, resilience and capacity to handle public scrutiny.

What we offer

• Silver AWEI Accreditation 2025 – recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – supporting work‑life balance and inclusivity.
• Hybrid working – two days a week in modern collaborative offices.
• Additional inclusive leave options – flexible public holidays, gender affirmation, women’s health leave and bonus paid time off.