Internal Dispute Resolution 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 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

**About the business**

Zurich’s General Insurance business in Australia & New Zealand works with companies of all sizes and across all segments SME, Mid-Market and Corporate to provide coverage such as Business Insurance, Motor Insurance, Workers Compensation, and more.

From SMEs to Tradesmen, small yachts to large fleets through to large businesses, our General Insurance solutions are designed to suit organisations of all shapes and sizes.

Whether our customers are just starting out or have been in the business sector for years, our customer-first approach helps protect their businesses with confidence.

**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 IDR Case Manager, you will manage disputes and complaints escalated internally from various business areas within General Insurance, providing an independent and unbiased perspective. Your responsibilities include analysing the nature of complaints, investigating the circumstances, preparing comprehensive written responses, and liaising with senior stakeholders to achieve appropriate resolutions for customer disputes. Your objective is to resolve customer complaints, repair damaged customer relationships, and retain customers at risk of attrition.

Strong communication skills are essential, as you will articulate Zurich’s position clearly and effectively to both customers and senior stakeholders. You will adopt a customer-centric approach to ensure that the resolution process is transparent and satisfactory from the customer’s perspective. Additionally, you will ensure that all actions taken adhere strictly to regulatory requirements and internal policies.

Ongoing professional development will be encouraged to stay abreast of industry best practices and regulatory changes, ensuring all regulatory and internal timeframes are adhered to.

**Important to your success - let’s grow together**
- Previous experience in a dispute resolution role, preferably within General Insurance.
- Experience managing claims across motor, property, or landlord insurance is advantageous.
- Proven ability to provide an exceptional level of customer service, focusing on retaining customer relationships and mitigating reputational and financial risk.
- Excellent communication, negotiation, and stakeholder management skills.
- Strong problem-solving abilities and attention to detail.
- Demonstrated capacity to prioritise tasks and manage strict timelines effectively.

**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 -