External Dispute Resolution 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!

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.

As an External Dispute Resolution Case Manager, you’ll manage the investigation and resolution of disputes that have transpired further to the IDR process for Claimants with the Office of the Australian Information Commissioner (OAIC), Australian Human Rights Commission (AHRC) and Australian Financial Complaints Authority (AFCA). You’ll conduct the review with an independent and unbiased view and provide advice and direction to internal stakeholders regarding the resolution and management of the dispute. Your advanced communications skills will ensure your success as you prepare written submissions and recommendations and represent Zurich in conciliation conferences managed by AFCA.

In addition to the EDR responsibilities, you will also support the review of Internal Dispute Resolutions cases to ensure compliance to the complaints process. You’ll review all aspects of complaints management including customer response times, decision quality, productivity, and compliance. You’ll promote ethical business practices and act with integrity and tact during all stakeholder interactions.

Important to your success – let’s grow together

• Life insurance claims experience, with exposure to internal or external dispute resolution.
• Experience in mediation and conciliation, advantageous.
• Exemplary verbal and written communication skills, with strong stakeholder management.
• Ability to work autonomously and work successfully in a fast-paced environment.

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!