IDR Claims Case Manager (North Sydney Council)

A new transformational adventure awaits you… How does 5 weeks leave per year, an impactful career that you’ll truly love, and working for a trustworthy organisation that empowers wellbeing and is accelerating digital transformation sound like to you? As one of Forbes 2024 ‘World’s Best Employers’ and Fortune's ‘World's Most Admired Companies’ for 2025, Zurich – a leader in the insurance industry – is on a journey towards a brighter future, focused on your career, your wellbeing, and your community, as well as our customers and the planet. About the role We’re looking for a passionate professional to step into the role of Internal Disputes Resolution Claims Case Manager. The role can be based in either our Melbourne, Brisbane or North Sydney offices. The Dispute Resolution Team, part of the First Line Governance – Customer Centre of Excellence (COE), plays a critical role in safeguarding Zurich’s reputation. We review customer complaints, ensure fair outcomes, govern the complaints process, and provide insights into complaint sentiment to drive process improvements and knowledge uplift across the business. Key Responsibilities
- Manage IDR cases end-to‑end
- Conduct thorough reviews of complaints with an unbiased perspective
- Prepare clear, well‑structured written responses and liaise effectively with management and Heads of relevant teams
- Engage with senior stakeholders to deliver appropriate resolutions for customer disputes
- Collaborate with internal teams and external partners to achieve fair outcomes Qualifications
- Experience in Life Insurance
- In‑depth understanding of the Insurance Contracts Act (ICA), relevant regulations, legislation, medical insurance terminology, reinsurers, and internal policies
- Ability to lead meetings and clearly articulate compliance risks and strategies for resolving or defending disputes
- Exceptional complaint resolution skills to repair relationships and retain customers at risk of attrition
- Proven experience preparing written correspondence with an empathetic tone
- Skilled in developing and maintaining solid internal and external stakeholder relationships
- Thorough understanding of ASIC Internal Dispute Resolution (RG271) and Life Code of Practice (LICOP) Benefits
- 5 weeks leave per year for permanent staff through our Z leave initiative, plus 15 days personal/carer’s leave, and access to Family Care (parental leave)
- Hybrid working arrangement – office 3 days and WFH 2 days per week for full‑time employees
- Access programs to stay healthy and feel healthier along with a AUD$500 wellbeing payment per year, plus an AUD$295 new starter e‑voucher for your WFH set‑up and other great benefits through our Shine portal
- Career growth and award‑winning training programmes
- Work with global, diverse, and inclusive teams; explore your passions, fuel innovation, drive equity, and make a positive difference beyond your role
- Global mobility opportunities across more than 200 countries worldwide
- Volunteer and work in our state‑of‑the‑art Green Star rated offices when you are in the office, and dress for your day
- We plant a tree for every new employee
- Various employer‑of‑choice awards/memberships – WGEA, Family Inclusive workplace, Gold AWEI employer, Pride in diversity, etc. Zurich is an equal opportunity employer. We are committed to ensuring that our recruitment process is fair and accessible for all candidates. If you require any special accommodations to participate in our recruitment process, we encourage you to let us know at the time of your application. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3r3lmk