Insurance Dispute Resolution Case Manager

  • Ensure all regulatory, External Dispute Resolution Scheme, and ANZ timeframes, are adhered to
  • Maintain proactive and positive relationships with external dispute resolution schemes
  • Meet complaints handling standards

About The Role
Role Location: 347 Kent Street, Sydney NSW
Role Type: 6 month fixed term contract
As the Insurance External Dispute Resolution Case Manager you are to investigate and resolve disputes that have transpired further to the IDR and Customer Advocate process for Insurance Claimants. It is important for you the EDR Case Manager to conduct the review of the IDR and/or Customer Advocate response with an independent and unbiased view. Also, your role will be responsible for managing disputes lodged with the Financial Ombudsman Service (FOS) and the Superannuation Complaints Tribunal (SCT) and Australian Complaints Authority (AFCA) through case investigation and internal and external stakeholder management.
It is important for this role to have an advanced level of skill in Insurance claims, in understanding areas of the Insurance Contracts Act (ICA), regulations, legislation, medical insurance terminology, reinsurers, internal policies, processes and relationships with Trustees.
The role must have specialised skills in Insurance Claim management to understand areas of the dispute that meet or do not meet regulation, process and compliance obligations.
About You
To grow and be successful in this role, you will ideally bring the following:

  • Complaints industry knowledge and manage complex complaints and competing priorities to tight timeframes with Strong Dispute resolution skills
  • Strong knowledge and capability in insurance claim management
  • Excellent planning, organisation and communication skills
  • Experience in conciliation and/or mediation and preparing written submission documentation
  • Outstanding Customer focus. Strong stakeholder management skills with senior management and heads of
  • Personal Insurance Dispute experience is a plus

About ANZ
At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.
We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.
A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.
ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.
We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.
To find out more about working at ANZ or to view other opportunities visit

Are you viewing this job on LinkedIn? Click here to apply