Member Resolution Specialist (West Perth)

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. What you’ll be doing
- Managing and resolving member complaints and enquiries through Complaints Pro
- Triaging new complaints to ensure timely and appropriate allocation
- Communicating with members in a skilled, 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 What you’ll bring
- 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 versatile 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. #BetterJourneysRAC Apply on Kit Job: kitjobau.com/job/3rqjlc