Member Resolution Specialist

2 weeks ago

West Perth, Australia Royal Automobile Club of WA Full time

With over 1.3 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 Claims business, we are recruiting for Member Resolution Specialists.

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.

These additional roles can be made available on 12month Secondments or on a Permanent basis.

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 Monday 6th October.

BetterJourneysRAC

LI-LH1

  • Member Resolution Specialist

    1 week ago

    West Perth, Australia Royal Automobile Club of WA Full time

    With over 1.3 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 Claims business, we are recruiting for Member Resolution Specialists. Working...

  • ▷ Only 24h Left: Dispute Resolution Specialist

    3 days ago

    Perth, Australia Stratacommunityinsure Full time

    At Strata Community Insurance, we’re proud to be a privately owned specialist insurer dedicated to protecting Australia’s strata communities. With a reputation built on deep industry knowledge, reliable service, and doing what’s right, we’re committed to delivering trusted insurance solutions that make a real difference. We’re looking for a...

  • Risk & Compliance Specialist

    7 days ago

    West Perth, Australia Royal Automobile Club of WA Full time

    With over 1.3 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.” The Role: As a Risk & Compliance Specialist, you will provide advice and guidance to enhance RAC Insurance’s...

  • Complaints & Resolutions Officer

    2 days ago

    Perth, Western Australia Western Power Full time $70,000 - $95,000 per year

    We have a full time permanent opportunity for aComplaints & Resolutions Officerat our Perth Office. This position is responsible for the effective management and timely resolution of complex and escalated customer, ministerial, member of parliament and ombudsman complaints received in writing and verbally, on behalf of Western Power.This position supports...

  • Team Leader, Claims

    2 weeks ago

    West Perth, Australia Royal Automobile Club of WA Full time

    With over 1.3 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.” The Insurance Claims Division is seeking an experienced and supportive Team Leader to oversee our one of our key...

  • Epm Specialist

    3 hours ago

    West Melbourne, Australia Australian Red Cross Lifeblood Full time

    **Provide system support for Business Hub, our Oracle Fusion cloud-based system**: - **Permanent full-time OR part-time position with WFH flexibility - Location flexible (within Australia)**: - **Circa $130k + Superannuation + Salary Packaging** **Discover life-giving possibilities** Lifeblood is more than just a job or a career, it’s an opportunity to...

  • Voice of Member Specialist

    1 week ago

    Perth, Western Australia RACWA Full time $90,000 - $120,000 per year

    With over 1.3 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." We are seeking a Voice of Member Specialist to join our dedicated team on a permanent full time basis where you will...

  • Voice of Member Specialist

    1 week ago

    Perth, Western Australia Royal Automobile Club of WA Full time $90,000 - $120,000 per year

    With over 1.3 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."We are seeking a Voice of Member Specialist to join our dedicated team on a permanent full time basis where you will...

  • Practice Manager

    2 weeks ago

    Perth, Western Australia Rockingham Specialist Centre Full time $45,000 - $60,000 per year

    Immediate StartBe part of an exciting journey with WA specialist Centre & Rockingham Specialist Centre.The Role:We are looking for a Medical Receptionist at our Centres, which is designed to ensure the provision of a consistent level of service to Patients and Doctors.Previous experience in a specialist medical practice an advantage.Receptionist duties...

  • Member Solutions Consultant

    2 days ago

    West Perth, Australia Royal Automobile Club of WA Full time

    At RAC, we are passionate about development and providing new opportunities. This means we are on the lookout for someone to join our Sales and Member Service Outbound team. The opportunity We are currently looking for a passionate Member Solutions Specialist to join outbound contact centre team working Monday-Friday, 9am-5pm in a full-time position What...