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.

Join AFCA at the forefront of one of Australia’s most significant consumer protection programs.

Scams are one of the fastest-growing threats facing Australians, and AFCA has been appointed by the Federal Government to be the single External Dispute Resolution (EDR) scheme under the Scams Prevention Framework (SPF). From 31 March 2027, consumers and small businesses will have access to a world-first dispute resolution service that considers the role of banks, telecommunications providers and digital platforms in scam complaints.

As part of this pioneering program, you’ll help deliver a new standard of consumer protection and contribute to shaping Australia’s response to scams.

This is a Board-appointed role | 5-year renewable term 

As Director, Scams Prevention Framework Legal, this is a fantastic opportunity to develop and implement the scams decision-making function, providing technical and professional direction. This role holds ultimate decision accountability to ensure fair, consistent and timely decisions for complex scams complaints between consumers and financial, telecommunications and digital platform firms. 

This role requires extensive technical, legal and executive experience and a person who is value-led and purpose driven.  The successful candidate will shape AFCA’s technical dispute resolution policy, guide and influence industry practice, and develop and communicate AFCA’s approach to prevent future disputes. 

As the face of AFCA in the scams sector, you will engage at a senior executive level with consumers, trustees, insurers, peak body associations, regulators, government and other stakeholders to champion effective dispute resolution and financial fairness. 

To be successful in this role, you will need:

• Distinguished legal credentials and extensive expertise in consumer law and practice  
• Proven executive-level judgment, operating independently with full accountability for complex outcomes  
• Strategic thinking and analytical acumen, with the ability to distil intricate legal concepts into clear, actionable guidance  
• Influential communication and negotiation skills, engaging confidently with senior stakeholders across industry and community  
• Visionary leadership and consultative approach, fostering collaboration and driving best practice  
• Unwavering independence and impartiality, ensuring integrity in decision-making  
• Deep knowledge of relevant product law, regulation, and industry standards 

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

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].

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.