Member Resolution Specialist

2 weeks ago

West Perth, Australia RAC 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.

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 

Apply online now by sending us your cover letter and CV showcasing what you can bring to the team. 

Applications close COB Monday 9th December.

We encourage you to apply as soon as possible, as RAC reserves the right to close this vacancy without notice.

#BetterJourneysRAC

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