Internal Dispute Resolution Claims 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

**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 for our General Insurance business, you will be accountable for independently investigating and resolving disputes regarding claims decisions. This role requires an impartial approach to ensure all actions align with relevant regulatory, procedural, and compliance standards.

You will assess disputes to determine their adherence to applicable regulations and internal protocols, preparing comprehensive written responses to claim complaints. Collaboration with senior stakeholders is essential to effectively resolve customer disputes, strengthen damaged relationships, and support customer retention efforts.

Engaging directly with customers, you will manage expectations by delivering on commitments, clearly articulating Zurich’s position, and ensuring strict compliance with all regulatory requirements and internal deadlines.

**Important to your success - Unlock your potential**
- Technical insurance knowledge. Comprehensive understanding of General Insurance policy terms, coverage, exclusions and endorsements.
- Familiarity with claims processes, settlements, reserving, and indemnity calculations.
- Knowledge of common dispute drivers (coverage questions, liability, damages, subrogation).
- Analytical and problem-solving skills. Ability to assess facts, identify regulatory or policy issues, and determine defensible positions.
- Extensive customer service experience with complaint resolution and conflict management skills to de-escalate emotions and maintain professional relationships.
- Exceptional communication and stakeholder management skills. Clear, concise written and verbal communication for claims letters, file notes, and reports.
- Adaptable and resilient. Ability to maintain professionalism under pressure and during long-tail disputes
- A customer-centric mindset. Balancing fair outcomes with customer service and brand reputation and providing transparent communication about process, expectations, and timelines
- 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 suppor