Investment Customer & Admin Officer

Zurich Australia; North Sydney Council; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

5 weeks annual leave

Hybrid work arrangement

Wellbeing payment

New starter e-voucher

Global mobility opportunities

Tree planting for new employees

Job summary

Zurich Australia is seeking an Investment Customer and Administration Officer to join the Investments Crew within Finance. You will deliver end-to-end service to investment customers and advisers across Zurich and OnePath legacy products via phone, email and webchat.

Role focuses on resolving needs, maintaining high service standards, and supporting operational excellence of the legacy portfolio; you’ll own requests and drive timely outcomes with internal teams.

Qualifications

• Experience in a customer service role, ideally in financial services.
• Knowledge of life insurance, superannuation or managed investments.
• Strong written and verbal communication skills for diverse customers and advisers.
• Experience using policy administration and customer relationship management systems.
• Attention to detail and ability to process information accurately.
• Ability to understand customer needs and coordinate with internal teams.

Responsibilities

• Own customer and adviser requests from first contact to resolution, keep informed.
• Respond to enquiries using product, process and policy knowledge.
• Manage inbound/outbound calls, written enquiries and webchat within service levels.
• Process policy alterations and maintenance requests accurately with compliance.
• Manage complaints within required timeframes for positive outcomes.
• Identify opportunities to improve processes and ways of working.

Skills

Customer service

Financial services

Communication

CRM systems

Policy administration systems

Tools

CRM systems

Policy administration systems

Job description

A new transformational adventure awaits you…

How does 5 weeks of annual leave, a fulfilling career you'll genuinely enjoy, and working for a reputable organization that promotes wellbeing and drives digital transformation sound 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.

Join us on this thrilling journey as we work towards our vision of becoming Australia's leading digital insurer. If you're eager to be part of a values-driven global organisation that's experiencing real growth and transformation, and if you share our commitment to making a tangible difference and taking continuous steps towards a sustainable future for our people, customers, communities, and our planet, then keep reading!

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.

As an Investment Customer and Administration Officer, you’ll join the Investments Crew within Finance and help deliver end-to-end value for our investment customers. You’ll support customers and advisers across Zurich and OnePath legacy investment products, providing clear, accurate and caring service through telephone, email and webchat channels.

Your work will help resolve customer needs efficiently, maintain high service and quality standards, and support the operational excellence of our legacy investment portfolio.

You will also be responsible for the following:

• Owning customer and adviser requests from first contact through to resolution, keeping them informed throughout the process
• Responding to simple and complex enquiries using strong product, process and policy knowledge
• Managing inbound and outbound calls, written enquiries and webchat interactions within agreed service levels
• Processing policy alterations and customer maintenance requests accurately and in line with compliance requirements
• Managing complaints within required timeframes and support positive customer outcomes
• Identifying opportunities to improve processes, systems and ways of working across the team

Important to your success – let’s grow together

You’ll bring a positive, customer-focused mindset and take genuine ownership of the experience you create. You work well independently and as part of a team, building trusted relationships while staying calm, curious and solutions focused.

To be successful, you will have the following:

• Experience in a customer or client service role, ideally within financial services
• Knowledge of life insurance, superannuation or managed investments.
• Strong written and verbal communication skills, with the confidence to support a range of customers and advisers
• Experience using policy administration and customer relationship management systems.
• Strong attention to detail and the ability to process information accurately
• The ability to understand customer needs, solve problems and coordinate with internal teams to deliver timely outcomes

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.

• Enjoy 5 weeks of annual leave for permanent staff through our Z leave initiative, along with 15 days of personal/carer’s leave as we empower our people to manage their own wellbeing. Plus, access to Family Care (parental leave).
• Benefit from a hybrid working arrangement – 3 days in the office and 2 days working from home per week for full-time employees.
• Access programs to stay healthy and feel healthier, receive an AUD$500 wellbeing payment per year, and a AUD$295 new starter e‑voucher for your work‑from‑home setup (flex work - hybrid working), along with other great benefits through our Shine portal.
• Grow and thrive in your career with our award‑winning training programs. We support and encourage your development because our strength lies in 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.
• Take advantage of 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, maintain 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.