Internal Dispute Resolution Officer – Brisbane or North Sydney

About the role

Join Zurich’s Cover‑More Dispute Resolution team as an Internal Dispute Resolution (IDR) Officer, delivering fair, timely and positive outcomes for customers across Australia.

Key responsibilities

• Identify, triage and resolve customer complaints and disputes while building strong relationships.
• Develop expertise in ASIC frameworks, GICOP, AFCA obligations and internal complaint handling guidelines.

Required profile

• Experience in insurance claims, preferably travel insurance.
• Background in dispute resolution, complaints handling or customer advocacy.
• Strong negotiation, problem‑solving and decision‑making abilities.
• Excellent communication skills for sensitive conversations.
• Effective planning, administration and time‑management capabilities.
• Confidence using Microsoft Office, especially Excel; insurance qualifications such as RG165 are valued.

Required skills

• Microsoft Office
• Excel

What we offer

• 5 weeks annual leave plus 15 days personal/carer’s leave.
• Hybrid working arrangement – 3 days in office, 2 days remote.
• AUD$500 wellbeing payment and AUD$295 starter e‑voucher for home‑office setup.
• Access to training programs, global mobility opportunities and a supportive, inclusive culture.
• Volunteer initiatives, green‑rated offices and a tree planted for every new employee.