Internal Dispute Resolution Consultant

**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 futureA 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

**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.

As the Internal Dispute Resolution Claims Case Manager, you’ll be responsible for investigating and resolving disputes relating to claims decisions, with an independent and unbiased view.

You will understand the areas of the dispute that meet or do not meet relevant regulations, process, and compliance obligations. You will prepare written responses to claim complaints and liaise with senior stakeholders to provide appropriate resolution of customer disputes with the objective of resolving customer complaints, repairing damaged customer relationships, and retaining customers at risk of attrition.

You will work with customers to manage expectations, deliver on commitments, provide clear responses on Zurich’s position, and ensure all regulatory and internal timeframes are adhered to.

**Important to your success - Unlock your potential**
- An advanced level of customer service and complaint resolutions skills, with exceptional communication skills.
- Comprehensive understanding of Life or General Insurance claims handling practices and processes.
- Strong knowledge of RG271 principals, the Insurance Contracts Act, relevant regulations, legislations, and medical insurance terminology.

**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; Silver AWEI Employer, Pride in Diversityto 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.