IDR Officer roles - Brisbane or North Sydney (North Sydney, AU)

Zurich Insurance
Brisbane
Workplace: HybridFull-timeFunction: Customer Support (Service Desk)Skills: ["Negotiation","Problem-solving","Decision-making","Communication","Time management"]

Join Cover-More’s Dispute Resolution team as an Internal Dispute Resolution (IDR) Officer. You’ll manage complaints and disputes by identifying, triaging, and resolving matters while building strong relationships with customers. The role develops expertise across ASIC, GICOP, AFCA obligations, and internal complaint handling guidelines. Two opportunities are available: one permanent role and one 12-month contract, based in Brisbane or Sydney.

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Zurich Insurance
Zurich Insurance
20 hours ago

IDR Officer roles - Brisbane or North Sydney (North Sydney, AU)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Join Cover-More’s Dispute Resolution team as an Internal Dispute Resolution (IDR) Officer. You’ll manage complaints and disputes by identifying, triaging, and resolving matters while building strong relationships with customers. The role develops expertise across ASIC, GICOP, AFCA obligations, and internal complaint handling guidelines. Two opportunities are available: one permanent role and one 12-month contract, based in Brisbane or Sydney.
Location: Brisbane
Workplace: Hybrid
Employment Type: Permanent
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as a customer champion for internal dispute resolution, handling complaints and disputes.
  • •Identify, triage, and resolve complaints and disputes to drive fair, timely outcomes.
  • •Build expertise in ASIC frameworks, GICOP, AFCA obligations, and internal complaint handling guidelines.
  • •Maintain strong relationships with customers to improve the overall customer experience.
  • •Apply planning, administration, and time management to keep tasks and casework on track.

Pay and Benefits

Perks:Paid LeaveParental Leave

Key Requirements

  • •Experience in insurance claims, ideally within travel insurance.
  • •Experience in dispute resolution, complaints handling, or customer advocacy.
  • •Strong negotiation, problem-solving, and decision-making skills.
  • •Excellent communication skills for sensitive conversations and rapport-building.
  • •Comfortable with planning, administration, and time management; confidence using Microsoft Office (including Excel).
Experience:InsuranceTravel insurance
Skills:NegotiationProblem-solvingDecision-makingCommunicationTime management
Certifications:RG165
Tech Stack:Microsoft OfficeExcel

Company Brief

Zurich Insurance
Zurich Insurance Group is a global insurance company offering a wide range of general insurance and life insurance products and services to individuals, small businesses and large corporations across multiple markets worldwide.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Zurich, Switzerland
Founded: 1872
Glassdoor
Glassdoor: 3.7
WebsiteLinkedIn