Ombudsman, Banking and Finance (Small Business & Transactions)
HybridSydney, New South Wales, Australia
Job Summary
Make decisions, individually or as part of a panel, on standard and complex complaints in accordance with AFCA rules and fairness principles. Provide professional and technical leadership across AFCA by coaching and mentoring Adjudicators, case workers, and others. Support AFCA's relationships with small business and consumer groups, government bodies, regulators, AFCA members, member organisations, and other Ombudsman networks. This Board appointed role reports to a Senior Ombudsman within the Banking & Finance (Small Business & Transactions) team, which resolves disputes involving loans, merchant payments, scams, and account restrictions.
Required Qualifications
- Legal qualifications
- Significant track record of achievement at senior executive level within the banking and finance industry or a tribunal, EDR scheme, regulatory agency or related business entity or in private practice
Desired Qualifications
- Background in the banking and finance sector
- Interest in using well-developed skills and experience in a role which contributes to good community outcomes in the banking and finance sector
- Strong analytical skills
- Ability to quickly get to the heart of complex issues
- Ability to efficiently and independently handle a busy caseload
- Clear outcomes focus
- High level of written and verbal communication
- Interpersonal skills in dealing with a wide cross-section of the insurance sector and the broader community
- Resilience
- Focus
- Determination
- Excellent engagement skills
- Ability to effectively manage challenges, external criticism and public scrutiny
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