Senior Dispute Resolution Case Manager, General Insurance
Zurich Insurance
contract
Posted on:
Location Type: Hybrid
Location: 🇦🇺 Australia
Visit company websiteJob Level
Senior
About the role
- Manage complex escalated complaints related to General Insurance Claims
- Oversee intricate Internal Dispute Resolution (IDR) cases
- Prepare responses and liaise with senior leaders
- Analyse IDR data and conduct case studies
- Deliver training to enhance skills and reduce cases escalating to external dispute resolution
- Quality check IDR cases and mentor staff
- Review partner complaint processes to ensure regulatory compliance
- Drive continuous improvement through root cause analysis and reporting
Requirements
- Advanced level of skill and knowledge across insurance claims
- Customer service and complaint resolution experience
- Ability to resolve complaints, repair damaged customer relationships
- Experience in the application of the Insurance Contracts Act (ICA)
- Knowledge of compliance requirements specific to ASIC Internal Dispute Resolution (RG271)
- Ability to analyse data, perform root cause analysis, identify trends
- Experience preparing written correspondence
- Exceptional communication and stakeholder management skills
Benefits
- 5 weeks of annual leave for permanent staff through our Z leave initiative
- 15 days of personal/carer’s leave
- Access to Family Care (parental leave)
- Hybrid working arrangement – 3 days in the office and 2 days working from home per week for full-time employees
- AUD$500 wellbeing payment per year
- AUD$295 new starter e-voucher for your work-from-home setup
- Award-winning training programs
- Global mobility opportunities across more than 200 countries
- Volunteer opportunities
- State-of-the-art Green Star rated offices
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
insurance claimsInternal Dispute Resolution (IDR)root cause analysisdata analysisregulatory complianceInsurance Contracts Act (ICA)complaint resolutioncase studiesquality assurancewritten correspondence
Soft skills
customer servicecommunicationstakeholder managementmentoringtraining deliveryproblem-solvingrelationship repairanalytical thinkingcontinuous improvementteam collaboration