Retail Claims Consultant

About the role

Join Zurich’s Retail Life team to support customers during challenging moments. As a Retail Claims Consultant you will assess and manage a portfolio of Retail Income Protection claims, delivering fair and timely decisions while expanding your expertise into TPD, Trauma and Terminal Illness claims.

Key responsibilities

• Manage the end‑to‑end claims process with a proactive, customer‑focused approach.
• Analyse medical, financial and policy information to make fair, timely decisions.
• Communicate clearly with customers and stakeholders throughout the claims journey.
• Build positive relationships with internal teams and external providers to improve outcomes.
• Prepare accurate documentation and maintain high‑quality file management.
• Identify opportunities to enhance claims processes and support continuous improvement.
• Develop the capabilities of claims administrators through knowledge sharing and coaching.

Required profile

• Experience assessing retail income protection claims; workers’ compensation or injury management background is relevant.
• Understanding of life insurance policies, products and regulatory requirements.
• Ability to interpret medical, legal and financial information for decision‑making.
• Strong written and verbal communication skills for diverse audiences.
• Proven ability to manage competing priorities while maintaining accuracy under pressure.
• Proficiency with claims systems, documentation processes and digital tools.
• Commitment to continuous improvement and process optimisation.

What we offer

• 5 weeks of annual leave for permanent staff plus 15 days personal/carer’s leave.
• Family Care parental leave and an AUD $500 wellbeing payment per year.
• Hybrid working arrangement – 3 days in the office, 2 days remote per week.
• AUD $295 new‑starter e‑voucher for home‑office setup.
• Award‑winning training programs and career development support.
• Global mobility opportunities across more than 200 countries.
• Volunteer programmes and a Green Star‑rated office environment.
• Tree planting for every new employee and multiple employer‑of‑choice awards.