EDR Case Manager

Zurich Insurance Group; North Sydney Council; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Five weeks leave

Hybrid work arrangement

Wellbeing payments

New starter e-voucher

Shine portal access

Job summary

Zurich Insurance Group is seeking an External Dispute Resolution Case Manager to independently investigate disputes across Australia and New Zealand, coordinating with internal and external stakeholders to deliver fair, well-reasoned outcomes.

The role requires reviewing responses, preparing submissions, and driving business improvements while upholding regulatory standards. A strong background in General Insurance and dispute resolution is essential.

Qualifications

• At least two years’ experience in General Insurance.
• Ability to review and analyse dispute responses with a customer-centric lens.
• Strong written submissions and persuasive communication skills.
• Familiarity with dispute schemes and regulatory codes.

Responsibilities

• Manage complex external disputes across Australia and New Zealand (AFCA, IFSO, OAIC).
• Independently review dispute responses with fairness and clarity.
• Prepare clear submissions and formal responses for external schemes.
• Build trusted relationships with dispute resolution bodies and ombudsman services.
• Translate complaint insights into actionable business improvements.

Skills

General Insurance

Dispute resolution

Stakeholder management

Written submissions

Empathy & customer focus

Job description

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.

A fantastic opportunity is available to join Zurich’s Dispute Resolution Team as an External Dispute Resolution Case Manager, reporting to the External Dispute Resolution Manager.

In this impactful role, you’ll independently investigate disputes lodged with external resolution schemes and work with internal and external stakeholders to deliver fair, well-reasoned outcomes and meaningful business improvements.

What you’ll do:

• Manage complex external disputes across Australia and New Zealand, including AFCA, IFSO and OAIC matters
• Independently review dispute responses with a fair, customer-focused lens
• Prepare clear, compelling submissions and formal responses
• Build trusted relationships with dispute resolution schemes and ombudsman services
• Turn complaint insights into meaningful business improvements.

Important to your success - Unlock your potential

• At least two years’ experience in General Insurance
• Apply strong insurance claims knowledge and sound judgement
• Confidently navigate the Insurance Contracts Act, relevant legislation, medical terminology, reinsurance, and internal processes
• Engage senior stakeholders on compliance risks and dispute strategies
• Resolve complaints with empathy, rebuild trust and support customer retention
• Bring conciliation or mediation experience and strong written submission skills
• Build trusted stakeholder relationships and apply strong knowledge of RG 271 and relevant industry codes.

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.