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.

Decision Makers at at AFCA review unresolved complaints and issue determinations when initial assessments or caseworker recommendations do not reach resolution. They also assist to address complex jurisdictional issues to ensure fair assessments and provide coaching and guidance to other AFCA staff throughout the complaint process.  They work to improve standards and reduce complaints by sharing insights and collaborating with members and consumer groups.

Reporting to the Lead Ombudsman – Banking and Finance, the role of Adjudicator will provide a hands-on approach to the assessment and resolution of Banking and Finance disputes.  This is a great opportunity to be a decision maker on some of AFCA’s most complex matters.

Typically, in this role you will:

• Actively and effectively manage individual Fast Track complaints including initial assessment, identifying and obtaining any additional necessary material, conducting case conferences between the parties and drafting and issuing any necessary decisions.
• To the extent required, actively participate in the resolution of other complaints through the provision of drafting and QA assistance.
• Identify and report potential systemic issues or serious contraventions.
• Provide appropriate levels of support to learning, development and knowledge management activities.
• Otherwise contribute to the activities of the Banking & Finance decision maker team.

This is initially a 12-month fixed term role.

About you

To be successful in this role, you’ll come equipped with:

• Significant experience in resolving disputes across one or more of AFCA’s jurisdictions, ideally in banking and finance.
• A willingness to discuss disputes directly with the parties involved.
• Sound knowledge of relevant financial services law, practice and/or other regulation in one or more of AFCA’s jurisdictions.
• Tertiary qualifications in legal, finance and/ or commerce highly valued.
• Demonstrated level of analytical skills, coupled with the ability to draft documents which explain legal concepts in plain English.
• Strong communication and interpersonal skills in dealing with a diverse cross section of the community.

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’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 [email protected].

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