Claims Resolution Specialist
4 days ago
RAC of WA is one of Western Australia's most iconic and trusted brands, serving over 1.3 million members.
We are seeking a Claims Resolution Specialist to join our team in further supporting the Insurance Claims business.
As a Claims Resolution Specialist, you will be responsible for coordinating the effective resolution of member complaints within Claims, identifying trends and patterns, and enhancing the overall member experience.
Your key responsibilities will include:
- Triage new complaints to ensure correct allocation and efficient resolution;
- Investigate and resolve member complaints and inquiries via Complaints Pro, providing explanations and solutions to ensure satisfaction and retention;
- Analyse complaint data to identify operational issues and areas for improvement;
- Communicate insights through feedback mechanisms to inform business reporting and continuous improvement opportunities;
- Liaise with complaint owners, business technical experts, and internal teams to resolve member complaints and ensure regulatory compliance;
- Provide regular reports to management on operational complaint trends;
The ideal candidate will possess strong customer service experience, negotiation and conflict resolution skills, and proficiency in both written and verbal communication.
Additionally, you should have a high level of resilience and ability to work under pressure, be competent to work autonomously, and possess stakeholder management skills.
This role offers a competitive salary range of $70,000-$90,000 per annum, depending on experience.
In return for your expertise, RAC of WA offers a dynamic and supportive work environment, flexible working arrangements, professional development opportunities, and access to employee benefits.
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