Adjudicator - Small Business

Company Description

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.

Job Description

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 – Small Business, the role of Adjudicator will provide a hands-on approach to the assessment and resolution of disputes encountered by small businesses in relation to credit, finance and loans. 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 Small Business decision maker team.
  
  

This is initially a 12-month fixed term role.

Qualifications

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.
  
  

Additional Information

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements.
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023
• Bronze AWEI Accreditation 2024 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.[RV1]
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas.
• Financial benefits – Not-for-profit salary packaging to boost take-home pay.
• Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.
  
  

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 Careers@afca.org.au.

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

AFCA is a not-for-profit and progressive financial ombudsman, championing positive change. They offer flexible work options, thoughtful benefits, and opportunities to deepen expertise in a diverse, caring culture.