Claims Assist Specialist

Royal Automobile Club of WA Inc.; Perth; Hybrid; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Free Roadside Assistance

Discounts on RAC products and services

Flexible work arrangements

Job summary

Royal Automobile Club of WA Inc. in West Perth is seeking a Customer Service / Claims Specialist to deliver outstanding service to members during their time of need. You will handle claims via multiple channels and support third parties and service providers.

The role includes determining policy coverage, showing empathy in difficult situations, and processing data with multiple applications. Training lasts eight weeks, with a 37.5-hour week and a seven-day roster, including 50% work-from-home

Qualifications

• Previous experience in a customer service role.
• Excellent communication skills.
• 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.

Responsibilities

• 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.

Skills

Customer service

Communication skills

Empathy

Attention to detail

Multitasking

Change adaptability

Team collaboration

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]