External Dispute Resolution Case Manager

Last updated 30 minutes ago
Location:Sydney

Are you the kind of person who thrives on providing customers with an exceptional service? Do you enjoy working as part of a friendly team in a fast paced culture? Would you like to build on your existing external dispute resolution experience and be part of a highly knowledgeable team? If you answered yes to any of these questions, a role as an External Dispute Resolution Case Manager in Zurich’s Life and Investments business could be just what you’re looking for.

As an External Dispute Resolution Case Manager you’ll manage the investigation and resolution of disputes that have transpired further to the IDR process for Claimants with the, Office of the Australian Information Commissioner (OAIC), Australian Human Rights Commission (AHRC) and Australian Financial Complaints Authority (AFCA). You’ll conduct the review with an independent and unbiased view and provide advice and direction to internal stakeholders regarding the resolution and management of the dispute. Your advanced communications skills will ensure your success as you prepare written submissions and recommendations and represent Zurich in conciliation conferences managed by AFCA.

In addition to the EDR responsibilities, you will also support the review of Internal Dispute Resolutions cases to ensure compliance to the complaints process. You’ll review all aspects of complaints management including customer response times, decision quality, productivity and compliance. You’ll promote ethical business practices and act with integrity and tact during all stakeholder interactions.


Our ideal candidate will have extensive Life Insurance claims experience, as well as a successful and demonstrable background in either internal or external dispute resolution. Experience in conciliation and mediation is preferred, legal qualifications are advantageous. You’ll have exemplary verbal and written communication skills; strong stakeholder management; a proven track record of working autonomously and managing your own work load; and the ability to work successfully in a fast paced environment.

We’ll provide you with excellent training to support your learning and as a long-standing player in the insurance industry we make every effort to address the career development needs and plans of our employees to ensure their success in the future. In return for your commitment and hard work Zurich can offer you competitive remuneration, an excellent bonus structure, an annual lifestyle payment and employee discounts.In addition, Zurich is proud of its corporate and social responsibility and offers every employee an annual volunteer day.

So make a difference. Be challenged. Be inspired. Be supported. Love what you do. Work with us. Apply today!

At Zurich we are aware of the Governments’ social distancing recommendations. To enable this, we will utilise digital technology where possible to ensure the safety of all employees and candidates, through the recruitment and onboarding process.