EDR Case Manager

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

About the business

The Dispute Resolution Team sits within the First Line Governance – Customer Centre of Excellence (COE). Our team's purpose is to protect Zurich by reviewing customer complaints, ensuring we make things right for our customers, and overseeing the entire complaints process. We turn customer feedback into actionable insights, helping our business partners identify opportunities for process improvement and knowledge development.

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.

An exciting opportunity is available for an External Dispute Resolution (EDR) Case Manager to join our Dispute Resolution Team, reporting to the EDR Manager. In this role, you will manage disputes lodged with External Dispute Resolution Schemes by thoroughly investigating cases and working closely with both internal and external stakeholders.

Key responsibilities include overseeing EDR cases across Australia and New Zealand—such as those with AFCA, IFSO, and OAIC—by independently reviewing responses, preparing well-crafted written submissions, and actively participating in conciliations.

You will also be responsible building strong relationships with both internal and external stakeholders, including EDR Schemes. You will lead meetings with senior stakeholders to identify risks and ensure complaint insights drive ongoing business improvement. Additional tasks may be assigned as needed to support continuous improvement and deliver positive outcomes for our customers and the business.

Important to your success – let's grow together

• Solid experience in General Insurance—ideally in travel, motor, or marine—preferably within disputes, although claims management and legal backgrounds are welcome.
• Advanced understanding of the Insurance Contracts Act (ICA), relevant regulations, and legislation, ensuring Zurich's commitments to compliance and customer fairness.
• Strong customer service and complaint resolution abilities, focused on restoring and strengthening customer relationships, and retaining valued customers.
• Skilled in conciliation and mediation.
• Experience preparing clear and effective written submissions to support fair outcomes.
• Proven relationship builder, able to collaborate with internal and external stakeholders, including Trustees and External Dispute Resolution Schemes.
• Thorough knowledge of ASIC's RG271 and industry codes, such as the General Insurance Code of Practice, supporting Zurich's reputation for integrity and best practice.

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.

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