IDR Case Manager - North Sydney, Melbourne or Brisbane

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

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IDR Case Manager - North Sydney, Melbourne or Brisbane

A new transformational adventure awaits you…

How does 5 weeks leave per year, an impactful career that you’ll truly love, and working for a trustworthy organisation that empowers wellbeing and is accelerating digital transformation sound like to you?

As one of Forbes 2024 ‘World’s Best Employers’ and Fortune's ‘World's Most Admired Companies’ for 2025, Zurich - a leader in the insurance industry - is on a journey towards a brighter future… A brighter future for you - focused on your career, your wellbeing, and your community - as well as our customers and the planet.

This exciting adventure will drive positive impact towards our vision to be Australia’s leading digital insurer. So, if you want to be part of a values led global organisation, where real growth and transformation is happening, along with our track record of making a real difference of continuously taking steps toward a sustainable future for our people, customers, communities, and our planet…read on!

Let’s create a brighter future together, let’s make a difference

It's important to know, what you do matters. At Zurich, we don't just cover, we care.

A fantastic opportunity awaits you as an Internal Dispute Resolution Case Manager. Reporting to the Partnerships Dispute Resolution Team Manager, you’ll join a collaborative team focused on delivering fair and meaningful outcomes for our customers. The role can be based in our North Sydney, Melbourne or Brisbane offices.

You’ll take ownership of General Insurance claim disputes, independently reviewing complaints, considering the details from every angle and guiding each case towards a clear, balanced and customer-focused resolution.

In this role, you’ll:

• Manage Internal Dispute Resolution cases by:
  • Reviewing complaints independently and impartially.
  • Preparing clear responses and engaging business leaders.
• 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.

Important to your success - Unlock your potential

• Bring 2+ years’ experience in General Insurance
• Apply strong knowledge of property and motor claims
• Confidently navigate insurance legislation, codes, policies and processes
• Engage stakeholders clearly 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

Belong. Zurich is here to support you

There are so many reasons why Zurich is a great place to be and the right choice for you, but here are just a few.

• 5 weeks leave per year for permanent staff through our Z leave initiative, as well as 15 days personal/carer’s leave (as we empower our people to manage their own wellbeing), plus access to Family Care (parental leave)
• Hybrid working arrangement - office 3 days and WFH 2 days p/w standard for FT employees
• Access programs to stay healthy and feel healthier along with receiving a AUD$500 wellbeing payment per year, plus an AUD$295 new starter e-voucher for your WFH set up (flex work - hybrid working), and other great benefits through our Shine portal
• Grow, and thrive in your career (we support and encourage it) with award winning training programs. As our strength is our people and we value your individuality
• Work with global, diverse, and inclusive teams; Explore your passions, fuel innovation, drive equity, collaborate and make a positive difference beyond your role
• Global mobility opportunities across more than 200 countries worldwide
• Volunteer and work in our state-of-the‑art Green Star rated offices (when you are in the office) and dress for your day
• We plant a tree for every new employee
• Not to mention our various employer of choice awards/memberships – WGEA; Family Inclusive workplace; Gold AWEI employer, Pride in diversity… to name a few.

We could go on, but the main point is that Zurich is a great place to be, where you can truly belong, be yourself, have work/life balance, and thrive in a supportive environment.

Zurich is an equal opportunity employer. We are committed to ensuring that our recruitment process is fair and accessible for all candidates. If you require any special accommodations to participate in our recruitment process, we encourage you to please let us know at the time of your application.