Member Resolutions & Complaints Specialist

Rac Wa; Western Australia; On-site; AUD 65,000 - 90,000; Full time

Job summary

RAC in Western Australia is seeking a Member Resolutions Officer to investigate complex member complaints and remediation matters with fairness and integrity. You will work across a range of cases, maintain case records, identify trends and support continuous service improvements while adhering to regulatory requirements and RAC’s commitment to exceptional member experience.

Strong communication, empathy and sound judgment are essential as you balance member outcomes with business and regulatory

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.

Responsibilities

• Conduct remediation assessments and manage complex member complaints with timely, compliant outcomes.
• Communicate decisions clearly by phone and written correspondence.
• Maintain accurate case records and support internal dispute resolution processes.
• Identify potential errors from detailed investigations and report trends.
• Collaborate with stakeholders to drive continuous improvement and accountability.

Skills

Complaint handling

Dispute resolution

Case management

Communication skills

Regulatory knowledge

Job description

RAC in Western Australia is seeking a Member Resolutions Officer to investigate complex member complaints and remediation matters with fairness and integrity. You will work across a range of cases, maintain case records, identify trends and support continuous service improvements while adhering to regulatory requirements and RAC’s commitment to exceptional member experience.

Strong communication, empathy and sound judgment are essential as you balance member outcomes with business and regulatory