Member Resolutions Officer

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

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, our members are at the heart of everything we do. 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 be someone who combines analytical thinking with empathy, resilience and strong communication skills.

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
• – 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.

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