Claims Resolution Expert
2 weeks ago
We are seeking a highly skilled Claims Resolution Specialist to join our team at RAC WA. As a key member of our Claims team, you will play a critical role in ensuring the effective and efficient resolution of member complaints.
Key Responsibilities- Triage new complaints to ensure correct allocation and resolution.
- Investigate and resolve member complaints and inquiries via Complaints Pro, providing explanations and resolution to their complaints.
- Communicate effectively and empathetically with members, offering appropriate solutions to ensure satisfaction and retention.
- Analyse complaint data to identify trends and patterns, providing 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 cases within policy and legislation framework, providing timely and accurate responses to AFCA.
- Demonstrated customer service experience, with a focus on complaints handling.
- Strong negotiation and conflict resolution 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 maintains confidentiality.
- Relevant technical industry knowledge and experience is highly desirable.
- ANZIIF qualification or equivalent business experience is highly desirable.
- 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.
- Opportunities for community engagement and corporate volunteering.
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