Member Response Consultant

**Demonstrate your experience and knowledge as an Insurance Claims Professional**:

- **Full-time Permanent position based at Mile End with the flexibility to work from home**:

- **Join a high-performance team with a supportive and inclusive culture**

Reporting to the Member Response Manager, you will have a fantastic opportunity to utilise your extensive claims knowledge in the review and management of complaints that require a technical review, policy interpretation, and a keen understanding of claims procedures.

You will receive and manage complaints that are escalated from staff or leaders in relation to the claims decision and customer experience, identifying the primary cause of the complaint and determining the best next steps.

As an integral member of our team, you will assist in ensuring that the claims interpretation of policy and conditions is fair and reasonable, and that determinations are made with appropriate consideration of individual circumstance while also being commercially sound.

You will also liaise with claims leaders, underwriting, dispute resolution, and several other RAA departments. In addition, you will:

- Use knowledge and experience to make sound customer service and commercial decisions that achieve acceptable outcomes for both the Member and RAA
- Review and manage complaints through RAA’s internal dispute resolution process, ensuring compliance timeframes are met, that reasonable and correct outcomes are achieved, and that supporting file information is correctly stored
- Liaise with Product & Underwriting, External Dispute Resolution, Governance and Risk, and other key internal and external stakeholder groups to progress complaints and form accurate decisions
- Demonstrate a strong customer service focus whilst meeting corporate objectives and complying with all relevant acts, guidelines, work practices and RAA quality standards

**About you**

You are a confident and passionate self-motivated individual who enjoys working in a high performing culture. You’re passionate about helping our community (and members) and want to make a difference.

For this role, we’re also looking for:

- Experience as a high performing General Insurance Claims officer or Dispute Resolution specialist
- Proven ability to provide excellent quality of work to our members, including critical thinking and problem-solving skills to inform decision-making
- Exceptional written and verbal communication skills
- Sound knowledge of Insurance processes, procedures, and guidelines, together with knowledge of the General Insurance Code of Practice, Privacy Principles, Dispute Resolution Process and required legislative requirements arising from relevant Acts
- ANZIIF Insurance qualifications (desirable)

**About us**

As one of the South Australia’s largest and most iconic organisations, we’re proud to deliver our trusted range of motor, home, and travel services to more than 820,000 members.

In our vision to make life better for members and better for our community, we’re also elevating our offering to include electric vehicle charging, Solar and Battery and more. We’ve been innovating since 1903, and we’re excited to continue to do so for the next 120 years and beyond, with exciting developments in the pipeline.

We’re also one of the state’s largest employers (and growing), with more than 1300 employees working collectively with the common goal to keep our members moving. With a range of locations from RAA Place in the CBD, Mile End, Adelaide Airport and more, our workplaces are growing too - but all still proudly SA-based.

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**Benefits**

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We love our people at RAA and believe our employees should be rewarded for being a part of the RAA family. Some of our employee benefits include:

- Free RAA premium road service
- Access to our Member Benefits program
- Generous discounts on all RAA products
- Flexible work arrangements
- Ongoing Training & Development opportunities and a Study Support Program
- Wellbeing facilities and Corporate Health Insurance Plan

You'll need to provide evidence of your eligibility to work in Australia and we'll also need you to undertake a police check before you can work with us at RAA.