As a financial ombudsman, AFCA is a for-purpose organisation that provides a free service for individuals and small businesses. AFCA listen to and work with their customers and financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference.
AFCA is seeking interested Industry and Consumer Panel Members to support our Ombudsmen in panel decision making on complex financial complaints. This involves providing expert services as part of a decision-making panel. Panels are made up of an Ombudsman, and one each of a Consumer and Industry expert of the relevant specialisation.
The Consumer and Industry panel members are appointed by the AFCA Board for a 3-year term to provide services as needed, on a casual basis. The decision-making commitment of a panel member will vary depending on the complexity of the complaint. This will be discussed for each panel engagement to ensure this works for you and AFCA.
Typically, you will:
- Have expertise in financial services disputes from either an industry or consumer background.
- Analyse complaints, identify core issues and provide an independent view based upon your experience and knowledge.
- Participate in, and prepare for, panels convened by AFCA to support with resolving disputes.
- Contribute to development and finalisation of written findings, recommendations and determinations as needed.
About you
To be successful in providing services to AFCA, you will come equipped with:
- Extensive experience in financial services (including, one or more of general insurance, life insurance, medical indemnity insurance, banking and finance, small business products, financial advice, investments and superannuation) or representing consumer interests with strong consumer networks.
- Knowledge of issues and laws relevant to the financial services industry.
- A strong track record of resolving complex issues independently and objectively.
- Ability to effectively communicate and write clearly and accessibly.
- Strong analytical and problem-solving skills to establish the core of a complex issue, and a pragmatic approach to achieve fair and timely outcomes.
To apply
To apply, please visit www.afca.org.au/careers and submit your resume and cover letter. Please indicate in your cover letter whether you wish to be considered for a Consumer or Industry Representative panel role, and your area/s of specialisation.