Complaints Case Manager

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

A new adventure awaits… 

At Zurich we’re 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. So, if you want to be part of a values led organisation, that is a leader in the insurance industry with a track record of making a real difference and continuously taking steps toward a sustainable future for our people, customers, communities, and our planet…read on!

About the business

Zurich’s General Insurance business in Australia & New Zealand works with companies of all sizes and across all segments SME, Mid-Market and Corporate to provide coverage such as Business Insurance, Motor Insurance, Workers Compensation, and more.

The Dispute Resolution Team, located within the First Line Governance - Customer Centre of Excellence (COE), is responsible for protecting Zurich by reviewing customer complaints, making it right with the customer, governing the complaints process and producing insights on the complaint sentiment to explore process improvement or knowledge uplift opportunities with the business partners. 

The team also ensure regulatory compliance is achieved in the complaints process, by regularly reviewing the complaint Policy and Processes, reviewing possible systemic issues and conducting Root Cause Analysis to generate actionable insights. Enterprise-wide stakeholder engagement with Senior Management is required through regular meetings and complaint forums where complaint insights are to be discussed and the voice of customer advocated for. Influence change and positive outcomes through our insights and support the business where appropriate to implement and influence change.   

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

Work is something you do, not only somewhere you go. The way we work continues to evolve and at Zurich we are committed to creating ways of working that ensure you are helping to create a brighter future. It’s important to know, what you do matters.

The Complaints Case Manager is a technical role that spans Internal Dispute Resolution (IDR) responsibilities across our General Insurance, Life Insurance, and Advice business. The IDR component of the role involves management of disputes and complaints that are escalated internally from business areas within Zurich.

Management of both IDR disputes require thorough case investigation, analytical skills, and exceptional internal and external stakeholder management.

Important to your success – let’s grow together

• Experience in the Life Insurance or General Insurance industry.
• Exposure to the internal dispute resolution processes will be advantageous.
• Thorough knowledge of compliance requirements to regulatory guide - ASIC Internal Dispute Resolution (RG271) and relevant industry codes such as Life Code of Practice and General Insurance Code of Practice.
• Advanced level of customer service and complaint resolution skills, with the ability to retain customer relationships and reduce reputational and financial risk.
• Excellent communication and stakeholder management skills.
• Ability to prioritise and manage strict timelines.

Belong. Zurich is here to support you 

There are so many reasons why Zurich is a great place to be, but here are just a few:

5 weeks leave per year for permanent staff through our new Z leave initiative, 15 days personal/carer’s leave (empowering our people to manage their own wellbeing); Grow, and thrive in your career (we support and encourage it) with award winning training programs; Work with global, diverse, and inclusive teams; Explore your passions, fuel innovation, drive equity, collaborate and make a positive difference beyond your role; Access programs to stay healthy and feel healthier, AUD$500 annual wellbeing payment, AUD$295 new starter e-voucher for your WFH set up (flex work - hybrid working), and other great benefits through our Shine portal; Access to Family Care (parental leave); Volunteer; Work in our state-of-the-art Green Star rated offices (when you are in the office); and dress for your day. We also plant a tree for every new employee – one of many local initiatives driving our contribution to ambitious global sustainability targets…

…We could go on, but the main point is that Zurich is a great place to be, where you can truly belong and thrive. 

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.  

So, if you want to come on an adventure that will build a brighter future together, and feel a sense of togetherness, then please apply today to start your adventure! 

The Zurich Talent Acquisition team will be enjoying a summer break over the festive season and will review your application when we return on the 6th January 2025. Have a safe and happy holiday!