Customer Service Resolution Specialist

1 week ago


Mile End, Australia Royal Automobile Association Full time
Unlock Your Potential in a Rewarding Career

We are seeking an experienced and knowledgeable Insurance Claims professional to join our team as a Customer Service Resolution Specialist at our Mile End location.

About the Role

In this exciting opportunity, you will be responsible for reviewing and managing escalated complaints, working closely with claims leaders, product and underwriting teams, and other internal stakeholders. You will receive and manage complaints, identifying the primary cause of the complaint and determining the best next steps, ensuring fair and reasonable decisions are made.

You will also use your expertise to make sound customer service and commercial decisions that achieve acceptable outcomes for both members and the company. Additionally, you will review and manage complaints through RAA's internal dispute resolution process, ensuring compliance timeframes are met, accurate outcomes are achieved, and supporting file information is correctly stored.

Your Key Responsibilities
  • Manage escalated complaints and work closely with internal stakeholders to resolve issues
  • Use knowledge and experience to make informed decisions that balance member needs with business requirements
  • Review and manage complaints through the internal dispute resolution process
About You

To succeed in this role, you will need:

  • Experience as a high-performing General Insurance Claims officer or Dispute Resolution specialist
  • Proven ability to provide excellent quality of work, including critical thinking and problem-solving skills
  • Exceptional written and verbal communication skills
  • Solid knowledge of Insurance processes, procedures, and guidelines, including relevant legislation
What We Offer

We offer a competitive salary package of $80,000-$110,000 per annum, depending on experience, plus benefits such as:

  • Free RAA premium road service
  • Access to our Member Benefits program
  • Generous discounts on all RAA products
  • Flexible work arrangements
  • Ongoing Training & Development opportunities
Join Our Team

At Royal Automobile Association, we pride ourselves on delivering exceptional services to our members. If you are a motivated and customer-focused individual with a passion for resolving complex complaints, we encourage you to apply for this exciting opportunity.



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