At RAC, our members are at the heart of everything we do. As a Member Resolutions Officer, you'll play a critical role in ensuring complaints and remediation matters are managed with fairness, care and integrity. Working across a broad range of complex member matters, you'll investigate complaints, identify potential business errors, assess impacts and deliver quality outcomes aligned to regulatory requirements and RAC's commitment to exceptional member experience. If you thrive in problem solving environments, enjoy balancing empathy with sound judgement and want to contribute to meaningful service improvements, this could be the role for you.
Responsibilities
Conduct remediation assessments, i nvestigate and manage complex member complaints, delivering fair, t imely and compliant outcomes aligned compliance and industry standards
Communicate decisions clearly and empathetically through conversations over the phone and written correspondence
Maintain accurate case management records and support members through internal dispute resolution processes
Identify potential errors arising through detailed investigation
Partner with stakeholders to identify trends, root causes and opportunities for continuous improvement
Champion a quality-first, member-focused approach that drives accountability, service excellence and operational improvement
W hat you'll bring
You'll be someone who combines analytical thinking with empathy, resilience and strong communication skills.
You'll ideally bring:
Experience managing complaints handling, dispute resolution, remediation or member/customer case management
Knowledge of roadside, membership, insurance products and associated compliance frameworks
Understanding of ASIC RG271 Complaints Handling and/or RG277 Remediation principles
Strong verbal and written communication skills, with the ability to explain complex outcomes clearly and compassionately
Excellent attention to detail, organisation and time management skills
Sound judgement and the ability to balance member outcomes with business and regulatory requirements
Resilience managing challenging conversations and dissatisfied customers professionally
A collaborative, solutions-focused approach with strong stakeholder management capability
Why join RAC?
Access to exclusive RAC member benefits
Flex@RAC - our flexible working program
A strong Diversity & Inclusion strategy
Generous insurance discounts and free roadside assistance
In-house health and wellness programs
Competitive salary + super, with the option to purchase additional leave
A vibrant Social Club with over 900 members
Click APPLY NOW and submit your CV outlining what you can bring to the team.
Applications close: COB Friday 26th June 2026
RAC reserves the right to close this vacancy early.
#BetterJourneysRA C
Benefits
Health insuranceFlexible schedule
Additional Information
With over 1.3 million members, RAC is one of WA's most iconic and trusted brands. We are a purpose led organisation committed to connecting people to a shared purpose, fostering growth by removing obstacles, and leading change to create sustainable value for members by being the driving force for a better WA.
Racwa · Joondalup