External Dispute Resolution Case Manager | 5 Weeks Leave

Zurich Insurance; North Sydney Council; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

5 weeks leave

Hybrid work

Wellbeing payment

WFH setup voucher

Career training

Tree planting

Job summary

Zurich invites applications for an External Dispute Resolution Case Manager to join the Dispute Resolution Team. You will independently investigate disputes lodged with external resolution schemes and collaborate with internal and external stakeholders to deliver fair, well-reasoned outcomes and meaningful improvements.

The role requires at least two years in General Insurance, strong claims knowledge, and the ability to navigate RG 271 and related codes.

Qualifications

• 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.

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
• 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

Conciliation/mediation

Written submissions

RG 271 knowledge

Job description

Zurich invites applications for an External Dispute Resolution Case Manager to join the Dispute Resolution Team. You will independently investigate disputes lodged with external resolution schemes and collaborate with internal and external stakeholders to deliver fair, well-reasoned outcomes and meaningful improvements.

The role requires at least two years in General Insurance, strong claims knowledge, and the ability to navigate RG 271 and related codes.