MemberResolutionsOfficer

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 **W hat 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, membe