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SalaryWith 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.
- 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
- 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
