Dispute Resolution Consultant Travel Guard

Zurich Insurance; Australia; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

5 weeks leave

Hybrid work

Wellbeing payment

Starter e-voucher

Global mobility

Tree planting

Job summary

Zurich Australia is seeking a Dispute Resolution Consultant to support Travel Guard claims, reporting to the Partnerships Dispute Resolution Team Manager. You’ll manage Travel Guard complaints from initial review through resolution with empathy and sound judgement.

Join a values-led global insurer with a hybrid work model, 5 weeks leave, wellbeing payments, and development programs; contribute to fair outcomes and the ongoing improvement of IDR processes.

Qualifications

• 2+ years’ experience in Travel or General Insurance.
• Strong knowledge of property and motor claims.
• Navigate insurance legislation, codes, policies and processes.
• Engage stakeholders clearly on compliance risks and dispute strategies.
• Resolve complaints with empathy, sound judgement and a customer-first approach.
• Build trusted relationships and prepare clear, empathetic correspondence.

Responsibilities

• Lead IDR matters from review to resolution by: Assessing complaints objectively to reach sound decisions; Writing clear responses and keeping leaders informed.
• Partner with senior stakeholders to resolve complex matters.
• Collaborate with claims teams and external partners.
• Use complaint insights to improve the Travel Guard customer journey and IDR process.

Skills

Travel Insurance

General Insurance

Claims knowledge

Stakeholder engagement

Empathy in customer service

Compliance awareness

Job description

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Dispute Resolution Consultant Travel Guard

136630

A new transformational adventure awaits you…

How does 5 weeks leave per year, an impactful career that you’ll truly love, and working for a trustworthy organisation that empowers wellbeing and is accelerating digital transformation sound like to you?

As one of Forbes 2024 ‘World’s Best Employers’ and Fortune's ‘World's Most Admired Companies’ for 2025, Zurich - a leader in the insurance industry - is on a journey towards a brighter future… A brighter future for you - focused on your career, your wellbeing, and your community - as well as our customers and the planet.

This exciting adventure will drive positive impact towards our vision to be Australia’s leading digital insurer. So, if you want to be part of a values led global organisation, where real growth and transformation is happening, along with our track record of making a real difference of continuously taking steps toward a sustainable future for our people, customers, communities, and our planet…read on!

Let’s create a brighter future together, let’s make a difference

It's important to know, what you do matters. At Zurich, we don't just cover, we care.

Step into a rewarding opportunity as a Dispute Resolution Consultant supporting our Travel Guard claims customers. Reporting to the Partnerships Dispute Resolution Team Manager, you’ll be part of a supportive team committed to thoughtful decisions and positive customer outcomes.

You’ll manage Travel Guard complaints from initial review through to resolution, bringing curiosity, sound judgement and empathy to every case. By unpacking the circumstances and working closely with key partners, you’ll help customers reach an outcome that is clear, considered and fair.

What you’ll be doing:

• Lead IDR matters from review to resolution by:
  • Assessing complaints objectively to reach sound decisions.
  • Writing clear responses and keeping leaders informed.
• Partner with senior stakeholders to resolve complex matters.
• Collaborate with claims teams and external partners.
• Use complaint insights to improve the Travel Guard customer journey and IDR process.

Important to your success - Unlock your potential

• Bring 2+ years’ experience in Travel or General Insurance
• Apply strong knowledge of property and motor claims
• Confidently navigate insurance legislation, codes, policies and processes
• Engage stakeholders clearly on compliance risks and dispute strategies
• Resolve complaints with empathy, sound judgement and a customer-first approach
• Build trusted relationships and prepare clear, empathetic correspondence

Belong. Zurich is here to support you

There are so many reasons why Zurich is a great place to be and the right choice for you, but here are just a few.

• 5 weeks leave per year for permanent staff through our Z leave initiative, as well as 15 days personal/carer’s leave (as we empower our people to manage their own wellbeing), plus access to Family Care (parental leave)
• Hybrid working arrangement - office 3 days and WFH 2 days p/w standard for FT employees
• Access programs to stay healthy and feel healthier along with receiving a AUD$500 wellbeing payment per year, plus an AUD$295 new starter e-voucher for your WFH set up (flex work - hybrid working), and other great benefits through our Shine portal
• Grow, and thrive in your career (we support and encourage it) with award winning training programs. As our strength is our people and we value your individuality
• Work with global, diverse, and inclusive teams; Explore your passions, fuel innovation, drive equity, collaborate and make a positive difference beyond your role
• Global mobility opportunities across more than 200 countries worldwide
• Volunteer and work in our state-of-the-art Green Star rated offices (when you are in the office) and dress for your day
• We plant a tree for every new employee
• Not to mention our various employer of choice awards/memberships – WGEA; Family Inclusive workplace; Gold AWEI employer, Pride in diversity… to name a few.

We could go on, but the main point is that Zurich is a great place to be, where you can truly belong, be yourself, have work/life balance, and thrive in a supportive environment.

Zurich is an equal opportunity employer. We are committed to ensuring that our recruitment process is fair and accessible for all candidates. If you require any special accommodations to participate in our recruitment process, we encourage you to please let us know at the time of your application.