Senior Dispute Resolution Case Manager - Partnerships

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 the Senior Disputes Resolution Case Manager for Partnerships, you will support the Partnerships Disputes Resolution Manager with complex escalated disputes across Zurich Assure and Insurance claims and governance oversight over our Partner’s complaint management frameworks.

You will manage the most complex IDR cases, reviewing responses with an independent view, liaise with senior management, and prepare written responses. You will also support with reporting commentary, conduct case studies, review processes, and analyse IDR data to reduce root causes, enhance regulatory compliance, and deliver operational efficiency.

You will also deliver training and provide mentoring to new and existing team members, to uplift skills and capability, conducting quality assurance and providing feedback and coaching as needed.

Important to your success – let’s grow together  

• Advanced level of skill and knowledge across claims for both General and Life Insurance streams. Exposure to financial advice, desirable.
• Customer service and complaint resolution experience, with the ability to resolve complaints, repair damaged customer relationships, and retain customers at risk of attrition.
• Experience in the application of the Insurance Contracts Act (ICA), and thorough knowledge of compliance requirements specific to ASIC Internal Dispute Resolution (RG271) and relevant industry codes.
• Ability to analyse data and perform governance reviews to ensure regulatory requirements are met by partners and identify areas of uplift
• Perform root cause analysis, identify trends, and produce actionable insights.
• Experience preparing written correspondence.
• Exceptional communication and stakeholder management skills, with the ability to conduct stakeholder meetings with senior management.

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!