Member Resolution Specialist

2 months ago


West Perth, Australia Royal Automobile Club of WA Full time

With over 1.2 million members, RAC is one of WA’s most iconic and trusted brands. We are a purpose-led member organisation striving to create greater value for our members and deliver on our purpose to be “The driving force for a better WA.”

To further support the Insurance business, we have some exciting, newly created roles within our Claims team. We are currently hiring for a Member Resolution Specialist.

Working within cross-functional environments, you will be responsible for coordinating the effective and efficient resolution of member complaints within Claims; and share insights to enhance the overall member experience.

What will you be doing?- Triage new complaints to ensure correct allocation.- Investigate and resolve member complaints and inquiries via Complaints Pro.- Communicate effectively and empathetically with members, providing explanations and resolution to their complaints, offering appropriate solutions to ensure satisfaction and retention.- Analyse complaint data and identify trends and patterns to provide insights into potential operational issues and areas for improvement.- Communicate insights through feedback mechanisms to inform business reporting, continuous improvement opportunities and increase member experience.- Liaise with complaint owners, business technical experts, the Claims Management Team, internal Legal and Compliance teams to resolve member complaints and ensure regulatory compliance.- Provide regular reports to management on operational complaint trends.- Compile and manage AFCA (Australian Financial Complaints Authority) cases within policy and legislation framework providing timely and accurate responses to AFCA.

About you- Demonstrated customer service experience, with a focus on complaints handling- Strong negotiation and conflict resolutions skills with the ability to influence and facilitate resolutions- Highly proficient in both written and verbal communication- Strong organization skills with the ability to handle multiple priorities at once- High level of resilience and ability to work under pressure- Competent to work autonomously with strong stakeholder management skills- Proven numerical, trend and root cause analysis skills- Acts with integrity and maintain confidentiality- Relevant technical industry knowledge and experience is highly desirable- ANZIIF qualification or equivalent business experience is highly desirable

What’s in it for you?- A workplace culture where our people feel valued, respected and empowered- Work in flexible ways that meet work/life commitments and support wellbeing- Be part of a purpose led organisation that gives back to the WA community- An environment that values ongoing career development- Free Roadside Assistance and discounts on RAC products and services including Insurance, Holiday Parks and Resorts, Security, Finance and Auto Services- Opportunities for community engagement and corporate volunteering

Applications close COB Friday 4th October 2024

BetterJourneysRAC

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