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Form of workWith over 1.2 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 business, we have some exciting, additional roles within our Claims team for Member Resolution Specialists.
Working within cross-functional environments, you will be responsible for coordinating the effective and efficient resolution of member feedback including complaints within Claims; and share insights to enhance the overall member experience. These roles are offered on a Maximum Term Contract or Secondment for 12months. What will you be doing?
Triage new feedback, concerns and 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.
Review 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 subject matter experts, the Claims Management Team, internal Legal and Compliance teams to resolve member complaints and ensure regulatory compliance.
Provide regular reports to Claims Management Team 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 8th April 2024. We encourage you to apply as soon as possible, as RAC reserves the right to close this vacancy without notice. #BetterJourneysRAC #LI-LH1 RAC is a purpose-led member organisation.
Established in 1905, RAC has evolved into one of the most trusted organisations in the state, with more than 1.3 million members. At RAC we don’t have shareholders. That means we reinvest our profits for the better of our members and our
State. Our Purpose is to be the driving force for a better WA. Our Vision to 2030 is to create a safer, sustainable and connected future for Western Australians.
Our Mission is delivering great member services and experiences, whilst inspiring positive community change that makes life better in WA. RAC is an equal opportunity employer. We continue to build an inclusive workplace where we respect and celebrate differences.
We encourage applications from diverse groups including Indigenous and Torres Strait Islander people, physical ability, all ages, LGBTQI+ identities, all languages and diverse cultures and backgrounds. For any assistance please contact ***********@rac.com.au
