Hybrid EDR Case Manager — Drive Fair Outcomes

Zurich Insurance; Australia; Hybride; AUD 90 000 - 115 000; Plein temps

Avantages offerts par ce poste

5 weeks leave per year

Hybrid working arrangement

Wellbeing payment

New starter e-voucher for WFH setup

Global mobility opportunities

Résumé du poste

Zurich 56 Company Ltd in Australia is seeking an External Dispute Resolution Case Manager to independently investigate disputes lodged with external resolution schemes and collaborate with internal and external stakeholders to deliver fair, well-reasoned outcomes.

You will manage complex external disputes across Australia and New Zealand, review responses with a customer-focused lens, and prepare submissions.

Qualifications

• At least two years of experience in General Insurance.
• Apply strong insurance claims knowledge and sound judgement.
• 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 knowledge of RG 271 and industry codes.

Responsabilités

• 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.

Connaissances

General Insurance

Dispute resolution

Stakeholder engagement

Written submissions

Description du poste

Zurich 56 Company Ltd in Australia is seeking an External Dispute Resolution Case Manager to independently investigate disputes lodged with external resolution schemes and collaborate with internal and external stakeholders to deliver fair, well-reasoned outcomes.

You will manage complex external disputes across Australia and New Zealand, review responses with a customer-focused lens, and prepare submissions.