Member Experience & Resolutions Lead — Flexible Work

RAC WA; City Of Joondalup; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Exclusive member benefits

Flex@RAC – flexible working

Diversity & Inclusion strategy

Insurance discounts and roadside aid

Health and wellness programs

Competitive salary + super + leave

Vibrant Social Club

Job summary

RAC is seeking a Member Resolutions Officer to manage complex member complaints with fairness and integrity. You will investigate, assess impacts, and deliver outcomes aligned to regulatory requirements and RAC’s commitment to exceptional member experience.

In this role you will collaborate with stakeholders to identify trends and opportunities for continuous improvement, ensuring quality service and accurate case records across dispute resolution processes.

Qualifications

• Experience managing complaints handling, dispute resolution, remediation or member/customer case management.
• Knowledge of roadside, membership, insurance products and associated compliance frameworks.
• Understanding of ASIC RG271 Complaints Handling and/or RG277 Remediation principles.
• Strong verbal and written communication skills, with the ability to explain complex outcomes clearly and compassionately.
• Excellent attention to detail, organisation and time management skills.
• Sound judgement and the ability to balance member outcomes with business and regulatory requirements.

Responsibilities

• Conduct remediation assessments, investigate and manage complex member complaints, delivering fair, timely and compliant outcomes aligned compliance and industry standards
• Communicate decisions clearly and empathetically through conversations over the phone and written correspondence
• Maintain accurate case management records and support members through internal dispute resolution processes
• Identify potential errors arising through detailed investigation
• Partner with stakeholders to identify trends, root causes and opportunities for continuous improvement
• Champion a quality-first, member-focused approach that drives accountability, service excellence and operational improvement

Skills

Complaints handling

Dispute resolution

Remediation

Compliance frameworks

ASIC RG271

Verbal and written comms

Attention to detail

Time management

Stakeholder management

Judgement balance

Resilience

Job description

RAC is seeking a Member Resolutions Officer to manage complex member complaints with fairness and integrity. You will investigate, assess impacts, and deliver outcomes aligned to regulatory requirements and RAC’s commitment to exceptional member experience.

In this role you will collaborate with stakeholders to identify trends and opportunities for continuous improvement, ensuring quality service and accurate case records across dispute resolution processes.