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About the Role
This 12-month contract opportunity within the Dispute Resolution team involves supporting fair, balanced, and customer-focused outcomes for General Insurance claims disputes. The role requires managing IDR cases, reviewing complaints independently, preparing written responses, and collaborating with various stakeholders to resolve customer disputes and enhance processes.
Responsibilities
- Manage IDR cases by thoroughly reviewing complaints with an independent and impartial lens.
- Prepare clear written responses to customer complaints.
- Work closely with management, Heads of teams, and senior stakeholders to help resolve customer disputes.
- Collaborate across the wider business, including with loss adjusters and repairers.
- Identify opportunities to enhance processes and support continuous improvement.
Requirements
- General Insurance industry experience, ideally across claims or dispute resolution.
- Knowledge of property and/or motor claims.
- Understanding of ICA, RG271, GICOP, and relevant regulatory requirements.
- Ability to review complaints with an independent and balanced approach.
- Clear, empathetic written communication style.
- Excellent stakeholder engagement and influencing skills.
- Customer-focused approach to resolving complaints and rebuilding trust.
Skills
- Dispute resolution
- Claims management
- Regulatory compliance
- Stakeholder engagement
- Influencing skills
- Written communication
- Customer service
Location
- Australia
Work Type
- 12-month contract
- Hybrid working arrangement (office 3 days, WFH 2 days p/w standard for FT employees)
Benefits
- 5 weeks leave per year for permanent staff through Z leave initiative
- 15 days personal/carer’s leave
- Access to Family Care (parental leave)
- AUD$500 wellbeing payment per year
- AUD$295 new starter e-voucher for WFH set up
- Award winning training programs
- Global mobility opportunities across more than 200 countries worldwide
- Volunteer opportunities
- Work in state-of-the-art Green Star rated offices
- Tree planted for every new employee
About the Company
- Forbes 2024 ‘World’s Best Employers’
- Fortune's ‘World's Most Admired Companies’ for 2025
- A leader in the insurance industry on a journey towards a brighter future.
- A values-led global organisation where real growth and transformation is happening.
- Has a track record of making a real difference and taking steps toward a sustainable future.
- Committed to wellbeing and accelerating digital transformation.
- WGEA; Family Inclusive workplace; Gold AWEI employer, Pride in diversity memberships.
Equal Opportunity
- Zurich is an equal opportunity employer.
- Committed to ensuring that our recruitment process is fair and accessible for all candidates.
- Encourages candidates requiring special accommodations to participate in our recruitment process to let us know at the time of their application.