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Banking Industry Lead, ScamsAustralian Financial Complaints Authority · Sydney, NSW, au
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Australian Financial Complaints Authority

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Banking Industry Lead, Scams

🗓️ Posted 2026-08-25 Sydney, NSW, au Full-time Hybrid Banking Financial Services
💰 Salary Not shared 📊 Market A$10,833–A$15,000/mo

About the Company

AFCA is a not for profit, progressive financial ombudsman that delivers independent complaints resolution for Australians. It champions positive change, values inclusive leadership, and fosters a diverse, caring culture that puts people first. The organisation offers flexible work options, thoughtful benefits, and opportunities for staff to deepen their expertise.

About the Role

The Banking Industry Lead will shape Australia's response to scams by leading the design and delivery of AFCA's Scams External Dispute Resolution Program under the Scams Prevention Framework. In this role you will provide technical and regulatory expertise to help banks prevent, detect and respond to scams, identify systemic issues from complaints, contribute to risk assessments, develop banking and payments components of the program, monitor regulatory developments, create training and guidance materials, engage with banks, payment providers, regulators and industry associations, represent AFCA in cross sector working groups, and influence meaningful change that strengthens consumer protections across the country.

Responsibilities

  • ● Provide expert advice on banking systems, payment networks, scam money flows and relevant regulatory frameworks
  • ● Advise on how banks prevent, detect, disrupt and respond to scams, including transaction monitoring, mule account controls and scam intervention measures
  • ● Identify, define and report systemic issues arising from scam complaints in relation to banking sector regulated entities, and turn complaint patterns into clear insight for AFCA, industry and regulators
  • ● Contribute to risk assessments and mitigation strategies for banking and payments related vulnerabilities in the Scams Prevention Framework
  • ● Lead the development and delivery of banking and payments related components of the Scams EDR Program
  • ● Monitor developments in scams regulation, banking standards and payments innovation
  • ● Develop training, knowledge resources and industry guidance materials for the case management and decision making teams
  • ● Engage with banks, payment providers, industry associations and regulators including ASIC, ACCC and the Reserve Bank of Australia
  • ● Represent AFCA in cross sector working groups, consultations and industry forums
  • ● Influence meaningful change that strengthens consumer protections across Australia

Requirements

  • ● Significant experience in banking, payments or financial services, ideally across fraud, financial crime, scams, dispute resolution or consumer protection
  • ● Deep understanding of the Australian banking and payments ecosystem, including account to account transfers, cards and the New Payments Platform
  • ● Strong knowledge of how banks prevent, detect and respond to scams and financial crime
  • ● Understanding of scam money flows, mule accounts, fund recovery processes and transaction monitoring controls
  • ● Knowledge of regulatory frameworks relevant to banking and scams, including the Scams Prevention Framework, ePayments Code, AML/CTF obligations and ASIC expectations
  • ● Outstanding analytical skills and the ability to translate complex banking and regulatory issues into practical business outcomes
  • ● Exceptional stakeholder engagement and influencing capability

Benefits

  • ● Flexible work options
  • ● Thoughtful benefits
  • ● Opportunities to deepen expertise