Member Resolutions Specialist

Royal Automobile Club of WA Inc.; City Of Joondalup; Remote; AUD 75,000 - 95,000; Full time

Benefits offered by this job

Flexible working program

Health and wellness programs

Insurance discounts and roadsideassit

Social club

Exclusive RAC member benefits

Job summary

Royal Automobile Club of WA Inc. is seeking a Member Resolutions Officer to investigate complex member complaints and remediation cases, delivering fair, timely outcomes within regulatory frameworks.

You’ll maintain case records, communicate decisions with empathy, and work with stakeholders to identify trends and improvements. The role emphasizes problem solving, accountability and a quality-first, member-focused approach in a busy, member-facing environment.

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 RG277 Remediation principles.
• Strong verbal and written communication, with empathy and clear explanations.

Responsibilities

• Conduct remediation assessments and investigate complex member complaints to deliver timely, compliant outcomes.
• Communicate decisions clearly over the phone and in writing with empathy.
• Maintain accurate case management records and support internal dispute resolution processes.
• Identify potential errors from detailed investigations and collaborate on improvements.
• Partner with stakeholders to identify trends, root causes and opportunities for improvement.

Skills

Complaint handling

Dispute resolution

Case management

Stakeholder management

Communication skills

Attention to detail

Job description

Royal Automobile Club of WA Inc. is seeking a Member Resolutions Officer to investigate complex member complaints and remediation cases, delivering fair, timely outcomes within regulatory frameworks.

You’ll maintain case records, communicate decisions with empathy, and work with stakeholders to identify trends and improvements. The role emphasizes problem solving, accountability and a quality-first, member-focused approach in a busy, member-facing environment.