Dispute Resolution Professional

3 days ago

North Sydney Council, Australia beBeeDispute Full time
Dispute Resolution Specialist

We are seeking a highly skilled Dispute Resolution Specialist to join our team. In this role, you will be responsible for managing disputes lodged with External Dispute Resolution Schemes by thoroughly investigating cases and working closely with both internal and external stakeholders.

About the Role

This is an exciting opportunity for a motivated and experienced professional to make a real difference in our customers' lives. As a Dispute Resolution Specialist, you will be responsible for:

  • Managing 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.
  • 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.

You will also be responsible for leading and developing a high-performing team of dispute resolution specialists, providing coaching, mentoring and guidance to help them achieve their full potential.

Key Responsibilities

The key responsibilities of this role include:

  • 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.
Benefits

We offer a range of benefits to support your career development and wellbeing, including:

  • 5 weeks of annual leave for permanent staff through our Z leave initiative.
  • 15 days of personal/carer's leave to manage your own wellbeing.
  • A hybrid working arrangement – 3 days in the office and 2 days working from home per week for full-time employees.
  • Access to programs to stay healthy and feel healthier.
  • Growth and thriving in your career with our award-winning training programs.
Requirements

To be successful in this role, you will need to have:

  • A degree in Law, Commerce, or a related field.
  • Significant experience in General Insurance, preferably in a dispute resolution role.
  • A proven track record of delivering results in a fast-paced environment.
  • Excellent communication and interpersonal skills.
  • The ability to work effectively in a team environment.

Please note that we are looking for a candidate who can start immediately.

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