Ombudsman, Scams
Core
Make fair, consistent, and timely binding decisions on standard and complex consumer complaints regarding banking, telecommunications, and digital platform sectors, often as part of a panel.
Role type
Senior legally qualified Ombudsman (Dispute Resolution)
Builds
Independent complaints resolution service for consumers and small businesses under the Scams Prevention Framework
Domain
Financial services, consumer protection, dispute resolution
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Legal qualifications, senior executive-level experience in consumer resolution, strong analytical skills, ability to handle complex issues independently, high-level written and verbal communication, empathy, resilience
Preferred skills
Background in banking, telcos, or digital platform sectors, experience in tribunals, regulatory agencies, or private practice
Responsibilities
Make decisions on complaints in accordance with AFCA's rules and fairness principles, provide professional and technical leadership across AFCA, coach and mentor adjudicators and case workers, engage with industry associations and consumer groups to improve standards
Seniority
Senior, hands-on IC with leadership and mentorship duties