Managing and resolving member complaints and enquiries through Complaints Pro
Triaging new complaints to ensure timely and appropriate allocation
Communicating with members in a professional, empathetic and solutions-focused manner
Investigating complaint matters and coordinating resolutions with internal stakeholders
Preparing timely and accurate responses for AFCA (Australian Financial Complaints Authority) matters in line with policy and legislative requirements
Identifying complaint trends, root causes and improvement opportunities through data analysis
Providing reporting and insights to support operational improvements and enhanced member experiences
Working closely with Claims leaders, Legal, Compliance and Learning & Development teams to drive continuous improvement initiatives
Requirements
Experience in customer service, complaints handling or dispute resolution
Strong conflict resolution and negotiation skills, with the ability to manage sensitive conversations
Previous experience or studies in the Legal field will be highly regarded
Excellent written and verbal communication skills
Ability to manage multiple priorities and work autonomously
Strong stakeholder management and relationship-building capability
Analytical thinking and the ability to identify trends and root causes from complaint data
High levels of professionalism, integrity and confidentiality
Insurance or claims experience will be highly regarded
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 Wednesday 3rd June 2026.
We encourage you to apply as soon as possible, as RAC reserves the right to close this vacancy without notice.
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Benefits
Vision 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 member organisation striving to create greater value for our members and deliver on our purpose to be "The driving force for a better WA."
Play a key role in supporting our members through complex and sensitive claims experiences. As a Member Resolution Specialist, you'll work across the Insurance Claims division to investigate and resolve complaints, provide meaningful insights, and help drive continuous improvement across the business.
This is an opportunity for someone who thrives in a fast-paced environment, communicates with empathy and professionalism, and is passionate about delivering positive member outcomes.
This role is offered on an initial 12month Maximum Term Contract or Secondment basis.
Racwa · West Perth