Member Services Consultant

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 committed to building a stronger RAC and are embarking on an exciting transformation. This will create greater value for our members and deliver on our purpose to be "The driving force for a better WA" by 2030.

RAC Finance (RACF) specialise in market leading finance products and services that provide a range of solutions for our diverse member base. We are currently looking for a skilled Customer Service Specialist to join our personal finance team. The core purpose of this role is to support our members through personalised and genuine conversations, contribute to the day-to-day operational functions, deliver on individual performance goals and contribute to the success and engagement of the wider team.
- What will you be doing?- Manage a high volume of inbound and outbound calls from personal loan members, with a focus on uncovering proactive solutions and building positive member relationships.- Providing excellent service across various communication channels to ensure member satisfaction.- Meeting and exceeding both, individual and team KPIs and targets.- Process personal loan maintenance requests from members - i.e. address changes, loan payout requests and payment method updates- Assisting and actioning all general member enquiries, which includes management of multiple shared mailboxes and administrative tasks.
- What are we looking for in you?- A desire to maintain a strong focus on achieving sales targets while providing personalized, positive and effective service to members.- Excellent interpersonal skills with the ability to anticipate member needs and proactively offer solutions.- Self-motivated with the ability to work collaboratively to achieve individual and team goals- A positive mindset with a drive to learn and continuously improve, embracing new challenges and opportunities for growth.- Computer literate with the ability to multitask and prioritise tasks effectively.- Experience in customer service or sales - previous lending, call-centre and/or tele-sales experience highly regarded
- What can we offer you?
A career at RAC is more than just a job. We are passionate about our people, and we strive to create an environment that fosters their growth and our culture. We value that everyone is different, and we strive to encourage everyone to reach their pinnacle. RAC are committed to developing our internal talent and this could be an ideal time to join our diverse and varied organisation that is currently going through a significant transformation. In addition to this we offer:
- Access to RAC member benefits- An established Diversity & Inclusion strategy- Generous discounts on home, contents and car insurance plus free roadside assistance- In-house Health and Wellness programs- A competitive base salary plus super (ability to purchase additional leave)- A very active Social Club - join one of the most active social clubs in Perth with over 900 members

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