Member Resolutions Officer

04MDA RAC Distribution Pty Ltd; City Of Joondalup; Vor Ort; AUD 85.000 - 110.000; Vollzeit

Benefits dieser Stelle

Exclusive member benefits

Flexible working (Flex@RAC)

Diversity & Inclusion

Insurance discounts

Wellness programs

Competitive salary + super

Social Club

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Complaint handling

Dispute resolution

Remediation

Regulatory knowledge

Empathy and communication

Jobbeschreibung

With over 1.3 million members, RAC is one of WA’s most iconic and trusted brands. We are a purpose led organisation committed to connecting people to a shared purpose, fostering growth by removing obstacles, and leading change to create sustainable value for members by being the driving force for a better WA.

About the Role At RAC

As a Member Resolutions Officer, you’ll play a critical role in ensuring complaints and remediation matters are managed with fairness, care and integrity. Working across a broad range of complex member matters, you’ll investigate complaints, identify potential business errors, assess impacts and deliver quality outcomes aligned to regulatory requirements and RAC’s commitment to exceptional member experience. If you thrive in problem solving environments, enjoy balancing empathy with sound judgement and want to contribute to meaningful service improvements, this could be the role for you.

What you’ll be doing

• 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

What you’ll bring

You’ll ideally bring:

• 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 Resilience managing challenging conversations and dissatisfied customers professionally A collaborative, solutions-focused approach with strong stakeholder management capability

Why join RAC?

You’ll play a key role in ensuring we’re not just collecting data but learning from it, acting on it, and improving because of it.

Join RAC and help us lift performance, strengthen capability and deliver better experiences for our members.

A career at RAC is more than just a job. We’re committed to creating an environment that supports growth, wellbeing and inclusion.

You’ll also enjoy:

• Access to exclusive RAC member benefits
• Flex@RAC – our flexible working program
• A strong Diversity & Inclusion strategy
• Generous insurance discounts and free roadside assistance
• In-house health and wellness programs
• Competitive salary + super, with the option to purchase additional leave
• A vibrant Social Club with over 900 members

Applications close: COB Friday 4th December 2026

RAC reserves the right to close this vacancy early.

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.