Internal Dispute Resolution Case Manager

About the role

Zurich is hiring an Internal Dispute Resolution (IDR) Case Manager in North Sydney, reporting to the Partnerships Dispute Resolution Team Manager. You will join a collaborative team focused on delivering fair and meaningful outcomes for customers, taking ownership of General Insurance claim disputes and guiding each case toward a clear, balanced, customer-focused resolution.

Key responsibilities

• Review complaints independently and impartially
• Prepare clear responses and engage business leaders
• Partner with senior stakeholders to resolve disputes fairly
• Collaborate with internal teams, loss adjusters and repairers
• Drive improvements to the customer experience and the IDR process

Required profile

• 2+ years' experience in General Insurance
• Strong knowledge of property and motor claims
• Ability to navigate insurance legislation, codes, policies and processes
• Ability to engage stakeholders clearly on compliance risks and dispute strategies
• Customer-first approach with empathy and sound judgement

What we offer

• 5 weeks leave per year for permanent staff (Z leave) plus 15 days personal/carer's leave and Family Care
• Hybrid working: office 3 days and WFH 2 days per week for full-time employees
• AUD$500 wellbeing payment per year, a new-starter e-voucher and other benefits through the Shine portal
• Award-winning training programs and global mobility opportunities across more than 200 countries