Member Care Consultant

Melbourne, Victoria | RACV Head Office
- Permanent Full time | Hybrid working
- Great staff benefits | Competitive salary

**Great things start here**

Challenge yourself, inspire others, make a difference - it all starts here. At RACV, we’re proud to be there for every Victorian. Whether it’s on the side of the road, a trip down the coast or inside our stores, we’re in the community and a big part of their everyday. When you join the journey at RACV, you’ll find more than just a job. It’s your chance to be part of something bigger.

We are looking for a Member Care Consultant who has strong communication and negotiation skills and can build relationships with key support areas as well as provide information and make recommendations to improve existing member service levels and product offerings.

**About the Opportunity**

Reporting to the Member Relations Manager you will be responsible in conducting a timely investigation, research, analysis and review of all insurance claims, policies, emergency home assist, roadside assistance member benefits and other relevant products and services deemed to be out of cover, a distributor error has occurred leaving a member incorrectly insured or where a significant loyalty component is required to resolve member complaint.

Your responsibilities will include:

- Communicating, investigating, negotiating, and managing complaints, out of cover claims and distributor errors whilst working with stakeholders to determine a fair and reasonable outcome for the member and RACV. Building solid relationships with key stakeholders to resolve member complaints, out of cover situations and distributor errors.
- Analysing processes and product coverage and underwriting guidelines, identifying product and system development opportunities for product areas, identifying, and reporting defects in system processes.
- Investigation, research and analysis of policies, premiums, claims details, call recordings, financial records, preparation of case file notes and communications to regulatory bodies, legal representatives, police, internal and external stakeholders and Group Legal within strict timeframes.

**What you’ll need to be successful**
- Minimum 3 years’ experience in a dispute resolution, financial service and/or general insurance field.
- Desirable to hold ASIC RG164 Tier 1 FSR Compliance Training, Certificate IV in Financial Services (General Insurance), Degree or TAFE Certificate in Business or related discipline.
- Well-developed research and investigation skills, and analytical, problem solving and negotiation skills
- Strong understanding and solid experience in dispute resolution
- Strong interpersonal, relationship building and networking ability
- Strong communication skills, attention to detail, written and verbal
- Ability to identify & develop processes & procedural improvements
- Good level of knowledge regarding relevant legislation, particularly the Code of Practice, Insurance Contracts Act, Financial Services Reform Act, Privacy Act and Consumer and Competition Act.

**The RACV difference**

You’ll make a difference. We’re invested in making your work meaningful and relevant. As employees, our benefits make us customers too, meaning your work has a direct impact on your own brand experience. Guided by our values and commitment, that care isn’t just in our work, but extends to doing good for those around us.

**Application process**

Submit your CV.
- Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police checks as a condition of employment. All employees who may attend a worksite or any face-to-face work-related activity will be required to be fully vaccinated for COVID-19 as a condition of employment._
- How to apply:
- If you have **NOT** registered with our Online Application System, you can begin your Application