IDR Case Manager — Hybrid Insurance, Impactful Work

Zurich Insurance Company Ltd.; North Sydney; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

5 weeks leave per year

Hybrid working arrangement

Wellbeing payment

Award-winning training programs

Job summary

Zurich is seeking an Internal Dispute Resolution Case Manager to lead disputes for General Insurance across North Sydney, Melbourne or Brisbane. You will review complaints impartially, prepare responses, and collaborate with senior stakeholders to resolve cases in a customer-first manner.

Reporting to the Partnerships Dispute Resolution Team Manager, the role offers hybrid work with offices in multiple cities and a focus on fair outcomes for customers and compliance.

Qualifications

• 2+ years’ experience in General Insurance.
• Strong knowledge of property and motor claims.
• Navigate insurance legislation, codes, policies and processes.
• Engage stakeholders on compliance risks and dispute strategies.
• Resolve complaints with empathy, sound judgement and a customer-first approach.
• Build trusted relationships and prepare clear, empathetic correspondence.

Responsibilities

• Manage Internal Dispute Resolution cases independently, reviewing complaints impartially and preparing clear responses.
• Partner with senior stakeholders to resolve disputes fairly.
• Collaborate with internal teams, loss adjusters and repairers.
• Drive improvements to the customer experience and IDR process.

Skills

General Insurance

Dispute Resolution

Stakeholder Engagement

Customer Focus

Job description

Zurich is seeking an Internal Dispute Resolution Case Manager to lead disputes for General Insurance across North Sydney, Melbourne or Brisbane. You will review complaints impartially, prepare responses, and collaborate with senior stakeholders to resolve cases in a customer-first manner.

Reporting to the Partnerships Dispute Resolution Team Manager, the role offers hybrid work with offices in multiple cities and a focus on fair outcomes for customers and compliance.