External Dispute Resolution Case Manager — Hybrid

Zurich Financial Services; North Sydney Council; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Five weeks leave

Hybrid work

Wellbeing allowance

Green/volunteer programs

Job summary

Zurich is seeking an External Dispute Resolution Case Manager to independently investigate disputes lodged with external schemes across Australia and New Zealand, delivering fair, well-reasoned outcomes.

You will review responses, prepare submissions, and build strong relationships with schemes and ombudsman services, while guiding improvements from complaint insights.

This role requires at least two years in General Insurance, knowledge of RG 271, and experience in conciliation or mediation.

Qualifications

• Minimum two years' experience in General Insurance.
• Strong knowledge of the Insurance Contracts Act and related legislation.
• Experience with conciliation or mediation.
• Ability to prepare clear written submissions.
• Ability to engage senior stakeholders on compliance risks.

Responsibilities

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

Skills

General Insurance

Dispute resolution

Stakeholder management

Mediation experience

Written submissions

RG 271 knowledge

Job description

Zurich is seeking an External Dispute Resolution Case Manager to independently investigate disputes lodged with external schemes across Australia and New Zealand, delivering fair, well-reasoned outcomes.

You will review responses, prepare submissions, and build strong relationships with schemes and ombudsman services, while guiding improvements from complaint insights.

This role requires at least two years in General Insurance, knowledge of RG 271, and experience in conciliation or mediation.