EDR Case Manager

Overview

A new transformational adventure awaits you…

Zurich, a Forbes 2024 World’s Best Employers and Fortune’s World’s Most Admired Companies for 2025, is a leader in the insurance industry on a journey towards a brighter future focused on career, wellbeing, customers and the planet. Join us as we work towards becoming Australia’s leading digital insurer. If you’re eager to be part of a values-driven global organisation experiencing growth and transformation, and you share our commitment to making a tangible difference and a sustainable future for our people, customers, communities and the 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.

Role

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.

Responsibilities

- Oversee EDR cases across Australia and New Zealand (including AFCA, IFSO, OAIC) by independently reviewing responses, preparing well-crafted written submissions, and actively participating in conciliations.
- Build and maintain strong relationships with internal and external stakeholders, including EDR Schemes.
- Lead meetings with senior stakeholders to identify risks and ensure complaint insights drive ongoing business improvement.
- Perform additional tasks as needed to support continuous improvement and deliver positive outcomes for customers and the business.

Qualifications

- Solid experience in Life Insurance—preferably within disputes; 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 Life Insurance Code of Practice, supporting Zurich’s reputation for integrity and best practice.

Belong. Zurich is here to support you

- Enjoy 5 weeks of annual leave for permanent staff through our Z leave initiative, plus 15 days of personal/carer’s leave and par ental leave options.
- Hybrid working arrangement – 3 days in the office and 2 days work-from-home per week for full-time employees.
- Health programs, AUD $500 wellbeing payment per year, and a AUD $295 starter e-voucher for work-from-home setup, with other benefits through the Shine portal.
- Access award-winning training programs to support your development.
- Work with global, diverse and inclusive teams; explore passions, drive equity, and make a positive difference beyond your role.
- Global mobility opportunities across more than 200 countries.
- Volunteer and work in Green Star rated offices, with dress-for-your-day flexibility.
- Plant a tree for every new employee.
- Awards and memberships – WGEA; Family Inclusive Workplace; Gold AWEI Employer; Pride in Diversity, among others.

We could go on, but Zurich is a great place to be, where you can belong, be yourself, maintain work/life balance, and thrive in a supportive environment.

Zurich is an equal opportunity employer. We are committed to a recruitment process that is fair and accessible for all candidates. If you require any special accommodations to participate in our recruitment process, 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, please apply today to start your adventure

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