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, i
nvestigate and manage complex member complaints, delivering fair,
t
imely
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, 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 team-oriented, 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 perks
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
Click APPLY NOW
and
submit
your CV outlining what you can bring to the team.
Applications close:
COB Friday 26th June ****
RAC reserves the right to close this vacancy early.
#BetterJourneysRA
C

📌 Member Resolutions Officer (Australia)
🏢 Rac
📍 Australia