Member Response Consultant

• We are on the hunt for our next Member Response Superstar
• Full time permanent position based at Mile End with the flexibility to work from home
• Are you an experienced and knowledgeable Insurance Consultant looking for a rewarding and exciting new challenge

Reporting to the Member Response Manager, you will have a fantastic opportunity to be part of a highly engaged and supportive team. This role will see you utilising your extensive knowledge in undertaking technical reviews across a portfolio of escalated complaints relating to claims decisions, policy interpretation and customer experience, working in conjunction with claims leaders, product and underwriting, dispute resolution, and several other RAA departments.

You will receive and manage complaints, identifying the primary cause of the complaint and determining the best next steps, ensuring the decisions made are fair and reasonable, with a balance of appropriate consideration for individual member circumstances while also balancing the needs of the business.

In addition, you will:

• Use knowledge and experience to make sound customer service and commercial decisions that achieve acceptable outcomes for both the Member and RAA
• Review and manage complaints through RAA’s internal dispute resolution process, ensuring compliance timeframes are met, that reasonable and correct outcomes are achieved, and that supporting file information is correctly stored
• Liaise with Product & Underwriting, External Dispute Resolution, Governance and Risk, and other key internal and external stakeholder groups to progress complaints and form accurate decisions
• Demonstrate a strong customer service focus whilst meeting corporate objectives and complying with all relevant acts, guidelines, work practices and RAA quality standards

What we are looking for:

You are a confident and passionate self-motivated individual who enjoys working in a high performing culture. You’re passionate about helping our community (and members) and want to make a difference.

For this role, we’re also looking for:

• Experience as a high performing General Insurance Claims officer
• Proven ability to provide excellent quality of work to our members, including critical thinking and problem-solving skills to inform decision-making
• Exceptional written and verbal communication skills
• Sound knowledge of Insurance processes, procedures, and guidelines, together with knowledge of the General Insurance Code of Practice, Privacy Principles, Complaints Process and required legislative requirements arising from relevant Acts

If you think your skills and experience will fit this role we would love to hear from you. 

About us

We’re proud to be one of South Australia’s most iconic brands, trusted by members for more than 120 years. SA born-and-bred, RAA might be best known for our road service and insurance products, but we’re excited to be continuously diversifying to better help our members and community.

Our goal? To make life better for South Australians. That’s why we’re proud to offer a range of services to our 820,000+ members, including travel, energy, solar and battery, electric vehicle charging, our RAA Rewards program and more. With motoring still a priority, we’re just as passionate as we were in 1903 about road safety, advocating for a safer SA into the future.

We’re also one of the state’s largest employers, with more than 1300 employees working across our local sites at Mile End, RAA Place (CBD) and Adelaide Airport and our many retail and travel shops. With new office spaces in the city and city fringe in the works, and a buzzing people-first culture, we’re proud to be the State’s #1 Employer Brand.

Benefits

We love our people at RAA and believe our employees should be rewarded for being a part of the RAA family. Some of our employee benefits include:

• Free RAA premium road service
• Access to our RAA Rewards Program  
• Generous discounts on all RAA products
• Flexible work arrangements
• Ongoing Training & Development opportunities and a Study Support Program
• Wellbeing facilities and Corporate Health Insurance Plan

How to apply

To be part of something bigger and work for a passionate South Australian organisation with members at heart click ‘Apply’ to submit your application by: Wednesday 14^th May 2025

You'll need to provide evidence of your eligibility to work in Australia and we'll also need you to undertake a police check before you can work with us at RAA.

We are committed to building a workplace that’s diverse and inclusive, where employees are embraced for their unique qualities and valued for their contributions. We believe a diverse and inclusive workplace brings out the best in everyone and helps us to give our members better service. That's why we encourage applications from everyone, including people living with disability, job seekers of all ages, First Nations Peoples, members of the LGBTIQA+ community and people from culturally diverse backgrounds.

Required Experience