EDR Case Manager

Overview
A new transformational adventure awaits you…
How does 5 weeks of annual leave, a fulfilling career you9;ll genuinely enjoy, and working for a reputable organization that promotes wellbeing and drives digital transformation sound to you?
As one of Forbes 2024 'World9;s Best Employers' and Fortune9;s 'World9;s Most Admired Companies' for 2025, Zurich - a leader in the insurance industry, is on a journey towards a brighter future… A 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 Australia9;s leading digital insurer. If you9;re eager to be part of a values-driven global organisation that9;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
Let9;s create a brighter future together, let9;s make a difference
It9;s important to know, what you do matters. At Zurich, we don9;t just cover, we care.
Responsibilities
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.
Key responsibilities include overseeing 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.
You will also be responsible for 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. Additional tasks may be assigned as needed to support continuous improvement and deliver positive outcomes for our customers and the business.
Important to your success
Solid experience in Life Insurance—preferably within disputes, although claims management and legal backgrounds are welcome.
Advanced understanding of the Insurance Contracts Act (ICA), relevant regulations, and legislation, ensuring Zurich9;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 Zurich9;s reputation for integrity and best practice.
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/carer9;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

---