Hybrid IDR Claims Case Manager

at Zurich Insurance

• Job title: IDR Claims Case Manager
• Job type: Contract
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Australia

About the role

• IDR Claims Case Manager handling Life & General Insurance claim disputes. Managing cases with integrity and professionalism as part of Zurich’s Dispute Resolution Team.

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

Requirements

• Experience in Life and/or General Insurance
• Strong knowledge of insurance claims, including property and motor claims
• In-depth understanding of the Insurance Contracts Act (ICA), General Insurance Code of Practice, 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 strong internal and external stakeholder relationships
• Thorough understanding of ASIC Internal Dispute Resolution (RG271) and industry codes such as Life Code of Practice (LICOP) and General Insurance Code of Practice (GICOP)

Benefits

• 5 weeks leave per year for permanent staff through our Z leave initiative, as well as 15 days personal/carer’s leave (as we empower our people to manage their own wellbeing)
• Access to Family Care (parental leave)
• Hybrid working arrangement - office 3 days and WFH 2 days p/w standard for FT employees
• Access programs to stay healthy and feel healthier along with receiving a AUD$500 wellbeing payment per year, plus an AUD$295 new starter e-voucher for your WFH set up (flex work - hybrid working)
• Award winning training programs for professional growth and development
• Global mobility opportunities across more than 200 countries worldwide
• Various employer of choice awards/memberships – WGEA; Family Inclusive workplace; Gold AWEI employer, Pride in diversity