EDR Case Manager — Hybrid Work + 5 Weeks Leave

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

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.