External Dispute Resolution Case Manager

About the role

Zurich is hiring an External Dispute Resolution Case Manager for its Dispute Resolution Team, reporting to the External Dispute Resolution Manager. You will independently investigate disputes lodged with external resolution schemes and work with internal and external stakeholders to deliver fair, well-reasoned outcomes and meaningful business improvements.

Key responsibilities

• Manage complex external disputes across Australia and New Zealand, including AFCA, IFSO and OAIC matters
• Independently review dispute responses with a fair, customer-focused lens
• Prepare clear, compelling submissions and formal responses
• Represent Zurich in external conciliations
• Build trusted relationships with dispute resolution schemes and ombudsman services
• Turn complaint insights into meaningful business improvements

Required profile

• At least two years' experience in general insurance
• Strong insurance claims knowledge and sound judgement
• Ability to engage senior stakeholders on compliance risks and dispute strategies
• Empathy in resolving complaints, rebuilding trust and supporting customer retention

Required skills

• Navigate the Insurance Contracts Act, relevant legislation, medical terminology, reinsurance and internal processes
• Conciliation or mediation experience and strong written submission skills
• Knowledge of RG 271 and relevant industry codes

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
• Wellbeing programs, a $500 wellbeing payment per year and a $295 starter e-voucher
• Award-winning training programs and global mobility opportunities