Member Relations Consultant

1 week ago

Melbourne, Victoria, Australia RACV Full time
RACV Head Office | Melbourne CBD Location

  • Permanent Full Time | Hybrid Working
  • Competitive Salary | Discount on RACV Products

Great things start here
Challenge yourself, inspire others, make a difference - it all starts here. At RACV, we're proud to be there for every Victorian.

Whether it's on the side of the road, a trip down the coast or inside our stores, we're in the community and a big part of their everyday.

When you join the journey at RACV, you'll find more than just a job. It's your chance to be part of something bigger.

About the Opportunity


Reporting to the Member Relations Team Leader the Member Relations Consultant is responsible for providing timely response and resolution of feedback, enquiries and complaints from members in relation to all insurance products, emergency roadside assistance, emergency home assist, finance, home security and any other relevant products/services that are introduced.


Some of your responsibilities will be:

  • Acknowledge, respond, case manage and resolve complaints within agreed KPI's, underwriting and regulatory guidelines.
  • Investigation, research and analysis of policies, premiums, claims details, preparation of case file notes and communications to regulatory bodies within specified timeframe.
  • Communicating, investigating, negotiating, and managing complaints whilst working with relevant stakeholders to determine a fair and reasonable outcome for the member.
  • Analysing processes and product coverage and underwriting guidelines, identifying product and system development opportunities for product areas, identifying and reporting defects in system processes
  • Provision of factual information only, reporting of incidents and breaches to the Compliance Team

This could be just the right role for you


The Member Relations Consultant will possess have strong communication and negotiation skills and build relationships with key support areas, provide information and make recommendations to improve existing member service levels and product offerings.


What you'll need to be successful

  • Minimum 3 years' experience in a dispute resolution, financial service and/or general insurance field.
  • Strong understanding and solid experience in dispute resolution.
  • Welldeveloped analytical, problem solving and negotiation skills
  • Strong interpersonal, relationship building and networking ability
  • Ability to identify and develop processes and procedural improvements
  • ASIC RG164 Tier 1 FSR Compliance Training, Certificate IV in Financial Services (General Insurance) or Degree or TAFE Certificate in Business or related discipline (Desirable)

The RACV difference
You'll make a difference. We're invested in making your work meaningful and relevant.

As employees, our benefits make us customers too, meaning your work has a direct impact on your own brand experience.

Guided by our values and commitment, that care isn't just in our work, but extends to doing good for those around us.


Application process
Submit your CV.

  • Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police checks as a condition of employment._
  • How to apply:
  • If you have
    NOT registered with our Online Application System, you can begin your Application

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