Member Resolutions & Complaints Specialist

04MDA RAC Distribution Pty Ltd; City Of Joondalup; On-site; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Exclusive member benefits

Flexible working (Flex@RAC)

Diversity & Inclusion

Insurance discounts

Wellness programs

Competitive salary + super

Social Club

Job summary

RAC is seeking a Member Resolutions Officer in Western Australia to investigate and remediate complex member complaints with fairness and integrity. You will balance empathetic communication with regulatory requirements to deliver quality outcomes and support continuous improvement.

You will manage remediation assessments, maintain case records, and partner with stakeholders to drive improvements while upholding RAC’s commitment to exceptional member experience.

Qualifications

• Experience handling complaints and remediation cases.
• Knowledge of complaints frameworks and ASIC RG271/RG277.
• Strong written and verbal communication and empathy.
• Ability to investigate complex member matters.

Responsibilities

• Conduct remediation assessments and manage complex member complaints.
• Communicate decisions clearly by phone and in writing.
• Maintain accurate case management records.
• Identify errors from investigations and recommend improvements.
• Collaborate with stakeholders to drive improvements.
• Promote a quality-first, member-focused approach.

Skills

Complaint handling

Dispute resolution

Remediation

Regulatory knowledge

Empathy and communication

Job description

RAC is seeking a Member Resolutions Officer in Western Australia to investigate and remediate complex member complaints with fairness and integrity. You will balance empathetic communication with regulatory requirements to deliver quality outcomes and support continuous improvement.

You will manage remediation assessments, maintain case records, and partner with stakeholders to drive improvements while upholding RAC’s commitment to exceptional member experience.