Claims Assist Specialist

Rac Wa; Perth; Hybrid; AUD 60,000 - 76,000; Full time

Job summary

RAC WA in West Perth invites applicants for a Customer Service / Claims Specialist to support members in need. Training begins Monday 9 November 2026. Location: West Perth offices and work from home 50% of the time.

Working hours 37.5 per week with a seven-day roster. As part of an insurance market leader, you will handle claim lodgements and inquiries across channels, assess policy coverage, show empathy in tough conversations, and contribute to service improvements.

Qualifications

• Previous experience in customer service and a passion for helping people.
• Strong attention to detail.
• Empathy and resilience in difficult conversations.
• High computer literacy; handle multiple apps while talking.
• Commitment to putting members at the centre of everything you do.

Responsibilities

• Deliver exceptional service to members, third parties and providers on claims via multiple channels.
• Determine policy coverage and set clear expectations for members.
• Provide empathy to members in difficult situations.
• Receive inbound claims calls while using multiple computer systems.
• Process data and complete admin tasks.
• Contribute to business improvements through continuous improvement and innovation.

Skills

Customer service

Empathy

Attention to detail

Multitasking

Communication skills

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
• 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

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