Ext Dispute Resolution Case Manager | Hybrid, 5-Week Leave

Zurich Insurance Group; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Five weeks leave per year

Hybrid working arrangement

AUD$500 wellbeing payment per year

AUD$295 new starter e-voucher

Award-winning training programs

Job summary

Zurich Insurance Group in Australia is seeking an External Dispute Resolution Case Manager to independently investigate disputes lodged with external schemes and deliver fair outcomes with internal and external stakeholders.

You’ll manage complex external disputes across Australia and New Zealand, review responses with a customer-focused lens, and prepare clear submissions while building strong relationships with dispute resolution schemes and ombudsman services to drive meaningful improvements.

Qualifications

• At least two years’ experience in General Insurance.
• Proven ability to navigate the Insurance Contracts Act and related legislation.
• Strong written submissions and conciliation/mediation experience.
• Ability to engage senior stakeholders on compliance risks and dispute strategies.
• Empathy in complaint resolution and customer retention.
• Knowledge of RG 271 and relevant industry codes.

Responsibilities

• 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.
• Represent Zurich in external conciliations.
• Build trusted relationships with dispute resolution schemes and ombudsman services.
• Turn complaint insights into meaningful business improvements.

Skills

General insurance experience

Insurance claims knowledge

Stakeholder engagement

Compliance awareness

Written submissions

Job description

Zurich Insurance Group in Australia is seeking an External Dispute Resolution Case Manager to independently investigate disputes lodged with external schemes and deliver fair outcomes with internal and external stakeholders.

You’ll manage complex external disputes across Australia and New Zealand, review responses with a customer-focused lens, and prepare clear submissions while building strong relationships with dispute resolution schemes and ombudsman services to drive meaningful improvements.