Claims Assist Specialist

26RACIA RAC Insurance Pty Limited; Perth; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Flexible work options

Career development

Roadside Assistance

Discounts on RAC products

Job summary

RAC is seeking a Customer Service / Claims Specialist to deliver outstanding service to our members during their time of need at our West Perth base with a 50% work-from-home option. The role involves handling claim lodgements and enquiries via multiple channels, determining policy coverage, and setting clear expectations while showing empathy in difficult situations.

You will join a supportive team in a market-leading insurance organisation that values career development, flexible work

Qualifications

• Experience in customer service and helping people.
• Excellent communication and empathetic approach.
• Ability to handle difficult conversations with resilience.

Responsibilities

• Deliver exceptional service to members, third parties and service providers via multiple channels.
• Determine policy coverage and set expectations for members.
• Receive inbound claims calls while using multiple computer systems.
• Process data and complete administrative tasks.
• Contribute to improvements via continuous improvement channels.

Skills

Customer service

Empathy

Communication

Attention to detail

Resilience

Tech literacy

Tools

CRM software

Job description

Our vibrant contact centre is based in the hub of RAC in West Perth. Your role as a Customer Service / Claims Specialist is to provide outstanding service to our members during their time of need.

We are looking for people to commence training on Monday 9th November 2026.

Location: West Perth offices & work from home 50% of the time

Working hours: 37.5 hours per week

Shifts: Seven day roster – between the hours of 7.00am - 8.30pm Mon-Fri and 8.30am-5.00pm Sat-Sun

Flexibility: Option to move to a compressed 9-day fortnight after probation (6months). A compressed 9-day fortnight allows you to work your 75hours per fortnight over 9 days instead of 10!

Training: You’ll be set up for success with 8 weeks of in-depth structured training Mon-Fri, and then move into a rotational shift pattern

Team: Working for an Insurance market leader you will be working with collaborative, supportive and likeminded individuals, with leaders who focus on your career development.

The role: Delivering an exceptional service to members, third parties and service providers on claim lodgements and enquiries via multiple channels Determining policy coverage and setting clear expectations for members Provide empathy to members in difficult and vulnerable situations Receive inbound claims calls while using multiple computer systems simultaneously Process data and complete various admin tasks Contribute to business improvements via our continuous improvement and innovation channels

About you:

• Previous experience in a customer service role and a genuine passion for helping people
• Excellent communication skills
• Strong attention to detail
• Ability to display empathy and resilience during difficult conversations
• Strong computer literacy and ability to use many applications at once whilst having conversations
• Embrace and participate positively in change
• Commitment to putting members at the centre of everything you do
• Must be able to work across a seven-day roster. Monday to Friday 7:00am – 8:30pm and Saturday and Sunday 8:30am – 5:00pm

What we can offer 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 #BetterJourneysRAC

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 [e-mail]